Staff Application Support Engineer

Location:

Global Remote-first (hybrid optional)

Employment Type:

Full-time

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.

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.

• 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

• 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

• 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

• 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

• 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…