Customer Support Associate

Do you want to fix the bug yourself, instead of writing the "I've filed a ticket with engineering" reply?

Ever wish you could open the logs, the query, and the repo, rather than wait in someone else's queue?

Do you see a support queue as data about the product, not a to-do list?

You believe there are better solutions to everyday problems accountants face and that AI will enable accountants to achieve more with fewer resources

If any of that resonates, this role is for you. As a Customer Support Associate, you'll own the front line of the Numeric experience. Support is where we earn trust on the days that matter most, in the middle of close, when a controller's reconciliation isn't tying and the deadline doesn't move. You'll triage, diagnose, and increasingly resolve issues end to end, including shipping the fix yourself..

This is a role where your accounting foundation is the product, not a credential. When a customer writes in, they're rarely just reporting a software bug. They're mid-flux with a variance they can't explain, staring at a rec that won't tie, or unsure whether the problem is their data, their process, or us. You've sat in their seat, so you can hear the question behind the ticket: you know what a controller means by "the numbers look off," you know what they were trying to accomplish, and you can tell them what's actually wrong with their close, not just what's wrong with their configuration. That's the difference between a reply that closes a ticket and one that earns customer trust for years.

This is an individual contributor role with no direct reports: you manage the queue, the incidents, and the systems that keep both under control, not people.

This is the technical pillar of one of the most AI-forward post-sales teams in SaaS. You'll grow along two curves at once: accounting and product depth, deepening the domain instincts you're bringing in, and engineering depth, so you can prove your diagnosis in the data and then patch it. We do not require a software development background. We require someone who refuses to treat the boundary between "support" and "engineering" as fixed, and who uses AI to move it.

Own the queue and its outcomes. You're accountable for how fast and how well customer issues get resolved, not for how many replies you sent. Every open issue has an owner, a hypothesis, and a next step, and nothing goes quiet on a customer. You'll take a turn on our medic rotation, where you're the first line for the whole queue for the week, and you'll hand it off clean.

Diagnose like a finance engineer, then ship the fix. Reproduce the problem instead of relaying it: build the repro in a sandbox, query the data, read the logs, and trace an ERP integration failure to the token, the permission, or the rate limit. Then, for well-understood bugs, don't wait for a sprint. Using AI coding agents, you'll take issues from ticket to merged pull request in our codebase, with engineering reviewing rather than executing. People on this team who had never written production code are doing this today.

Turn support into product signal. Route issues to Product and Engineering with specifics and evidence, own the recurring themes rather than the one-offs, and push for the fix that retires a category of tickets instead of clearing one. Know whose account you're replying to, where the renewal sits, and when a ticket is really an at-risk account that the AM or CSM needs to hear about today.

Own incidents, not just tickets. When a sync degrades or a job fails across accounts, you run it: the timeline, the comms to affected customers, the coordination with engineering, and the close-out. You'll build the monitoring and early-warning signals that catch the next one before a customer writes in, and convert every incident into a permanent fix, a product change, a monitor, or a process, rather than a writeup nobody reads.

Build the support engine, don't staff it. Design the systems that absorb repeat volume: AI agents on the help center and in the queue, a knowledge base that actually answers the question, internal tooling for the diagnostics you run over and over, and product changes that move settings into the customer's own hands. Define severity and escalation standards, own the support metrics we report up, and get new support hires productive by working alongside them.

Accounting Foundation: 3-6 years of accounting experience with real fluency in the monthly close, reconciliations, and financial reporting or prior technical support, solutions, or implementation experience at a B2B SaaS company selling to finance buyers. Depth in at least a couple of the areas our customers live in: revenue recognition, procure-to-pay and accruals, multi-entity and multi-currency consolidation, cash and bank reconciliation, or audit readiness and controls. You can look at a customer's broken workflow and know what they were trying to accomplish. CPA is a strong plus.

Proactive Problem Solving: You go looking for the cause. You don't hand a problem back to a customer with a workaround and call it closed, and you don't wait for permission to investigate something that smells wrong.

Technical Instincts Without the CS Degree: You've taught yourself the technical parts of every job you've had. SQL, APIs, logs, and stack traces don't intimidate you, and you're genuinely interested in how the system works underneath the UI.

AI Fluency & Bias for Action: You build systems where others repeat tasks. You already use AI tools daily in your own work, and you'd be first in line to try an agent on a problem nobody has automated yet.

Written Communication Under Pressure: You write clearly and honestly to a stressed controller on day three of close, including when the answer is that we got it wrong, and including when the honest answer is that you don't have a fix time yet.

Judgment When Everything Is Urgent: You can tell an urgent ticket from a loud one, decide what gets dropped when capacity is tight, and say so out loud instead of absorbing it silently.

Hands-on NetSuite experience, or depth in another major ERP such as Workday Financials, Oracle, SAP

Ability to write and run SQL, or willingness to learn it in your first month

Comfort with git, reading a pull request, or AI coding tools like Claude Code

Systems thinker. You understand how appropriate tool selection can help scale companies and drive efficiency

Experience running incidents or an on-call rotation

Experience with multi-entity or multi-currency accounting

Experience building internal tooling, scripts, or dashboards to solve your own problems

This role is in person in New York (in office by default but with flexibility to manage your schedule as you see fit).

We strongly believe we will only be successful if everyone on the team is anchored in our following set of core principles:

Brick by Brick: To win, our team needs to show up and execute in each domain every day.

Love the Game: We focus on the craft and a deep sense of giving a f*ck. We're building a company full of people who are equally engaged and motivated.

SALY: We refuse to accept "Same As Last Year." For too long, accounting and finance systems have reflected outdated processes instead of reimagining what's possible. We're driven by a first-principles approach to building better solutions.

Own the Outcome: We own our results. We typically hire builders and give them large mandates with high-trust. You're responsible for customer outcomes, not just task completion.

Earn the Right: We're impatient to deliver results. We relentlessly iterate, measure, and improve. Every day is an opportunity to beat our prior best, raising the bar for the value we deliver to customers.