Staff Application Support Engineer

Job not on LinkedIn

🔥 25 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

CINC Systems

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2005

☁️ SaaS

🏠 Real Estate

🤝 B2B

💰 Private Equity Round - CINC Systems on 2023-12

SaaS • Real Estate • B2B

CINC Systems is a cloud-based, all-in-one software platform for community association management (HOAs and COAs) that helps management companies, boards, and homeowners streamline operations and improve resident experience. The platform provides financial management and oversight (including online payments and a secure payment portal), AI-driven reporting and forecasting (Cephai), communication and resident engagement tools, online voting and surveys, maintenance/work-order coordination, compliance tracking, and centralized data and insights. CINC targets professional association management firms and homeowner boards with automation, security, and scalability; the company reports 1,000+ association management company customers, 51,000+ homeowner associations served, 6M+ doors, and $11B+ payments processed annually.

📋 Description

• 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 • Identify repetitive or high-volume support activities and eliminate them through automation — scripting is your first instinct, not an afterthought • Build and maintain internal tools that accelerate investigation, streamline case handling, and surface operational intelligence • Write scripts in Python, Bash, or similar to automate data lookups, diagnostics, remediation steps, and reporting workflows • Design and maintain Datadog monitors, dashboards, alert routing rules, and synthetic checks that provide early warning and reduce noise • Implement and evolve AI-enabled support platforms, such as Intercom Fin, to deflect issues and improve response quality • Treat support automation and tooling as first-class engineering work with appropriate documentation, versioning, and maintainability • Build and maintain knowledge bases that enable faster resolution and customer self-service • Work within and help evolve CINC's Datadog environment, including monitors, dashboards, alert routing, log pipelines, and observability workflows • 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 • 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

🎯 Requirements

• 10+ years of experience in application support, production support, or support engineering roles • Deep experience with incident management, operational workflows, and production environments • Strong hands-on experience with Datadog, including monitors, dashboards, log management, and alerting • Demonstrated scripting ability (Python, Bash, or similar) to build tools, automate workflows, and streamline support operations • 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

🏖️ 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)