CINC Systems · 1 day ago
Staff Application Support Engineer
United States
Full-time
Remote
Lead/Staff
10+ years expCINC Systems is a leading provider of accounting and management software for homeowners associations and community management companies. They are seeking a Staff Application Support Engineer who will be responsible for Level 2 application support and for building systems that automate and improve operations in production, ensuring high-quality communication and continuous reduction of failure modes in the software.
SaaSSoftware
Responsibilities
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
Qualification
Required
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 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
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)
Company
CINC Systems
CINC Systems is a provider of SaaS solutions for the community association industry.
201-500 employees
H1B Sponsorship
CINC Systems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (2)
2022 (3)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
HgSpectrum Equity
2023-12-14Private Equity
2020-06-03Private Equity
Leadership Team
Ryan Davis
Chief Executive Officer
Robert McCullar
Chief Administrative Officer & EVP, Strategic Initiatives
Recent News
2025-12-17
EIN Presswire
2025-12-01
Company data provided by crunchbase