Staff Application Support Engineer

Staff Application Support Engineer 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 and 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, and 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, and 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 and 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 and 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 and 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. Benefits Great working environment Opportunity for growth Learning & development resources Work/life balance Medical Dental Vision Life Insurance Short-term & Long-term disability insurance Flexible Spending Plan (childcare & healthcare) 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)