Staff Application Support Engineer

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.

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
• 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, 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

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
• Background working closely with software engineering teams in production environments
• Exposure to APM, distributed tracing, or log analytics within Datadog or similar platforms
• Experience building lightweight internal tooling or CLIs used by support or engineering teams