{"id":3072116,"url":"https://alion.io/job/cinc-systems-staff-application-support-engineer","title":"Staff Application Support Engineer","company":{"id":2460684,"name":"CINC Systems","domain":"cincsystems.com","url":"https://alion.io/company/cincsystems","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paycor","truth_index":null},"role":"Support","role_family":"Support","seniority":"staff","employment_type":null,"work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":88000,"max_usd":192000,"period":"year","method":"global_role_seniority_cell","sample_n":70},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Incident Management","optional":false},{"name":"Intercom","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-22T09:43:28Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-25T03:48:23Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Staff Application Support Engineer\nLocation: Global Remote-first (hybrid optional) | Employment Type: Full-time\nAbout CINC Systems\nCINC 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.\nAbout the Role\nThe 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 observability pipelines, 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 write scripts, build internal tools, and own automation workflows that meaningfully reduce manual effort. 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.\nKey Responsibilities\nApplication Support and Incident Management\nDiagnose and resolve complex production issues across CINC's applications, services, integrations, and data layers\nAct as a senior escalation point for Level 2 support, providing deep technical investigation and clear resolution paths\nParticipate in and lead incident response activities, including triage, mitigation, recovery, and post-incident analysis\nProvide calm, structured, and timely communication during incidents to internal stakeholders and customer-facing teams\nEnsure incidents are thoroughly documented with root cause, impact, and preventative actions\nAutomation, Scripting, and Tool Development\nIdentify repetitive or high-volume support activities and eliminate them through automation - scripting is your first instinct, not an afterthought\nBuild and maintain internal tools that accelerate investigation, streamline case handling, and surface operational intelligence\nWrite scripts in Python, Bash, or similar to automate data lookups, diagnostics, remediation steps, and reporting workflows\nDesign and maintain Datadog monitors, dashboards, alert routing rules, and synthetic checks that provide early warning and reduce noise\nImplement and evolve AI-enabled support platforms, such as Intercom Fin, to deflect issues and improve response quality\nTreat support automation and tooling as first-class engineering work with appropriate documentation, versioning, and maintainability\nBuild and maintain knowledge bases that enable faster resolution and customer self-service\nObservability and Operational Excellence\nWork within and help evolve CINC's Datadog environment, including monitors, dashboards, alert routing, log pipelines, and observability workflows\nDesign alerting and escalation mechanisms that surface issues early and reduce customer impact\nEstablish and maintain high-quality operational documentation, runbooks, and incident playbooks\nPartner with platform and engineering teams to improve observability, diagnostics, and operational readiness\nFeedback Loops and Continuous Improvement\nMaintain tight feedback loops between customers, application support, and Level 3 product engineering teams\nSurface recurring issues, failure patterns, and systemic risks with clear recommendations for remediation\nHelp ensure that lessons from incidents lead to durable product and process improvements\nAdvocate for operational excellence and reliability as shared responsibilities across engineering\nRequired Skills and Experience\n10+ years of experience in application support, production support, or support engineering roles\nDeep experience with incident management, operational workflows, and production environments\nStrong hands-on experience with Datadog, including monitors, dashboards, log management, and alerting\nDemonstrated scripting ability (Python, Bash, or similar) to build tools, automate workflows, and streamline support operations\nProven ability to troubleshoot complex SaaS systems across application, integration, and data layers\nExperience designing or working with alerting and monitoring systems\nExcellent written and verbal communication skills, especially in high-pressure situations\nAbility to work independently, manage priorities, and operate effectively in a fast-paced, distributed environment\nPreferred Experience\nExperience supporting financial, accounting, ERP, or other business-critical SaaS platforms\nFamiliarity with SQL or other data investigation techniques\nExperience implementing or operating knowledge bases and AI-assisted support tools\nBackground working closely with software engineering teams in production environments\nExposure to APM, distributed tracing, or log analytics within Datadog or similar platforms\nExperience building lightweight internal tooling or CLIs used by support or engineering teams\nMindset and Values\n\"Automate everything\" mindset, with a bias toward eliminating repetitive work through code and tooling\nTreats support as an engineering discipline and a product capability\nCalm, structured, and reliable under pressure\nCustomer-focused, with strong empathy for real-world impact\nLearning-first attitude and openness to new tools and techniques\nCollaborative and respectful, with a strong sense of ownership\nWhat Success Looks Like\nProduction issues are detected early and resolved quickly with minimal customer impact\nIncidents are handled with clarity, professionalism, and strong communication \nRepetitive support work steadily decreases through automation, scripting, and better tooling\nInternal tools and scripts built by this role are actively used across the support and engineering teams\nKnowledge bases and AI support tools meaningfully reduce ticket volume and resolution time\nProduct teams receive clear, actionable feedback that leads to fewer failure modes\nThe Staff Application Support Engineer is trusted as a senior technical partner across the organization\nWhy CINC Systems\nOpportunity to build a state-of-the-art application support function from the ground up\nHigh-impact role with real ownership over systems, tooling, and outcomes\nRemote-first culture with flexibility and autonomy\nCompetitive compensation aligned to senior-level impact\nCollaborative, respectful, and high-bar engineering culture\nClear growth paths into Principal Support Engineering, Platform, or Reliability leadership roles\nBenefits\nGreat working environment\nOpportunity for growth\nLearning & development resources\nWork/life balance\nMedical\nDental\nVision\nLife Insurance\nShort-term & Long-term disability insurance\nFlexible Spending Plan (childcare & healthcare)\n401K (matching available)\n136 hours of paid time off per year\n10 paid holidays per year\n2 self-care/mental health days per year\nYour birthday is a paid holiday!\nFree Coca-Cola beverages and snacks (when in office)","description_format":"text","description_chars":7668,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Financial Services","Nonprofit, Church & Membership Software"],"lifecycle":[{"event":"open","at":"2026-10-22T09:43:28Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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