paycor
Staff Application Support Engineer
CINC Systems
Remote, USA
Full-time
Senior Level
Remote
Discovered 1 weeks ago
Free
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- · 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
- · 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
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