Location: Global Remote-first (hybrid optional)
Employment Type: Full-time
About CINC Systems
CINC Systems is a leading provider of accounting and management software purpose-built for homeowners associations and community management companies. Our platform supports mission-critical financial operations including general ledger accounting, payments, reporting, compliance, and day-to-day association management. Reliability, accuracy, and trust are foundational to what we build. As our platform grows in scale and complexity, application support is no longer a reactive function. It is a core engineering capability. We are investing in senior support engineers who think in systems, automate relentlessly, and help ensure that operational excellence is built directly into the product.
About the Role
The Staff Application Support Engineer is a senior, hands-on technical leader responsible for Level 2 application support and for building the systems that automate, streamline, and improve how CINC operates in production. This role goes well beyond ticket resolution. You will design and evolve incident management workflows, alerting, knowledge systems, and AI-enabled support capabilities so that common issues are resolved automatically, signals are surfaced early, and product teams receive clear, actionable feedback. You approach repetitive work as a temporary state and treat support as a product capability to be engineered, not a queue to be worked. You will work closely with customers, application support peers, engineering, product, and platform teams to ensure fast recovery from incidents, high-quality communication, and continuous reduction of failure modes in the software.
Key Responsibilities
Application Support & Incident Management
Diagnose and resolve complex production issues across CINC’s applications, services, integrations, and data layers
Act as a senior escalation point for Level 2 support, providing deep technical investigation and clear resolution paths
Participate in and lead incident response activities, including triage, mitigation, recovery, and post‑incident analysis
Provide calm, structured, and timely communication during incidents to internal stakeholders and customer‑facing teams
Ensure incidents are thoroughly documented with root cause, impact, and preventative actions
ITSM, Tooling & Operational Excellence
Own and improve workflows within Jira Service Management, including incidents, problems, requests, and change processes
Design alerting and escalation mechanisms that surface issues early and reduce customer impact
Establish and maintain high‑quality operational documentation, runbooks, and incident playbooks
Partner with platform and engineering teams to improve observability, diagnostics, and operational readiness
Automation, Knowledge & AI Enablement
Identify repetitive or high‑volume support activities and automate them wherever possible
Build and maintain knowledge bases that enable faster resolution and customer self‑service
Implement and evolve AI‑enabled support platforms, such as Intercom FIN, to deflect issues and improve response quality
Treat support automation and knowledge as first‑class product features, not afterthoughts
Feedback Loops & Continuous Improvement
Maintain tight feedback loops between customers, application support, and Level 3 product engineering teams
Surface recurring issues, failure patterns, and systemic risks with clear recommendations for remediation
Help ensure that lessons from incidents lead to durable product and process improvements
Advocate for operational excellence and reliability as shared responsibilities across engineering
Required Skills & Experience
10+ years of experience in application support, production support, or support engineering roles
Deep experience with ITSM practices, incident management, and operational workflows
Strong hands‑on experience with Jira Service Management or similar service management platforms
Proven ability to troubleshoot complex SaaS systems across application, integration, and data layers
Experience designing or working with alerting and monitoring systems
Excellent written and verbal communication skills, especially in high‑pressure situations
Ability to work independently, manage priorities, and operate effectively in a fast‑paced, distributed environment
Preferred Experience
Experience supporting financial, accounting, ERP, or other business‑critical SaaS platforms
Familiarity with SQL or other data investigation techniques
Experience implementing or operating knowledge bases and AI‑assisted support tools
Exposure to observability tools, logging, and performance monitoring
Background working closely with software engineering teams in production environments
Strong interest in automation, scripting, or applied AI to improve operational efficiency
Mindset & Values
“Automate everything” mindset, with a bias toward eliminating repetitive work
Treats support as an engineering discipline and a product capability
Calm, structured, and reliable under pressure
Customer‑focused, with strong empathy for real‑world impact
Learning‑first attitude and openness to new tools and techniques
Collaborative and respectful, with a strong sense of ownership
What Success Looks Like
Production issues are detected early and resolved quickly with minimal customer impact
Incidents are handled with clarity, professionalism, and strong communication
Repetitive support work steadily decreases through automation and better system design
Knowledge bases and AI support tools meaningfully reduce ticket volume and resolution time
Product teams receive clear, actionable feedback that leads to fewer failure modes
The Staff Application Support Engineer is trusted as a senior technical partner across the organization
Why CINC Systems
Opportunity to build a state‑of‑the‑art application support function from the ground up
High‑impact role with real ownership over systems, tooling, and outcomes
Remote‑first culture with flexibility and autonomy
Competitive compensation aligned to senior‑level impact
Collaborative, respectful, and high‑bar engineering culture
Clear growth paths into Principal Support Engineering, Platform, or Reliability leadership roles.
Great working environment
Opportunity for growth
Work/life balance
Medical
Vision
Life Insurance
Short‑term & Long‑term disability insurance
401K (matching available)
136 hours of paid time off per year
10 paid holidays per year
2 self‑care/mental health days per year
Your birthday is a paid holiday!
Free Coca-Cola beverages and snacks (when in office)
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