Staff Application Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose and resolve intricate production challenges across CINC's applications, services, integrations, and data layers.

• Serve as a senior escalation point for Level 2 support, delivering in-depth technical investigations and clear resolution strategies.

• Engage in and lead incident response efforts, encompassing triage, mitigation, recovery, and post-incident evaluations.

• Provide calm, organized, and timely communication during incidents to both internal stakeholders and customer-facing teams.

• Ensure comprehensive documentation of incidents, including root cause analysis, impact assessment, and preventive measures.

• Identify repetitive or high-volume support tasks and eliminate them through automation, with scripting being your primary approach.

• Develop and maintain internal tools that enhance investigation speed, streamline case management, and reveal operational insights.

• Create scripts in Python, Bash, or similar languages to automate data retrieval, diagnostics, remediation steps, and reporting workflows.

• Design and manage Datadog monitors, dashboards, alert routing rules, and synthetic checks that provide early alerts and minimize noise.

• Implement and enhance AI-enabled support platforms, such as Intercom Fin, to deflect issues and elevate response quality.

• Treat support automation and tooling as core engineering tasks, ensuring appropriate documentation, version control, and maintainability.

• Develop and uphold knowledge bases that facilitate quicker resolutions and enable customer self-service.

• Collaborate within and help advance CINC's Datadog environment, including monitors, dashboards, alert routing, log pipelines, and observability workflows.

• Design alerting and escalation protocols that highlight issues early and mitigate customer impact.

• Create and maintain high-quality operational documentation, runbooks, and incident response playbooks.

• Partner with platform and engineering teams to enhance observability, diagnostics, and operational preparedness.

• Maintain strong feedback loops between customers, application support, and Level 3 product engineering teams.

• Identify recurring issues, failure trends, and systemic risks, providing clear recommendations for remediation.

• Assist in ensuring that insights from incidents lead to lasting product and process enhancements.

• Advocate for operational excellence and reliability as shared responsibilities among the engineering teams.

⛳️ Requirements

• Over 10 years of experience in application support, production support, or support engineering roles.

• Extensive expertise in incident management, operational workflows, and production environments.

• Strong practical experience with Datadog, including monitors, dashboards, log management, and alerting mechanisms.

• Proven scripting skills (Python, Bash, or similar) for developing tools, automating workflows, and optimizing support operations.

• Demonstrated ability to troubleshoot complex SaaS systems spanning application, integration, and data layers.

• Experience in designing or working with alerting and monitoring systems.

• Exceptional written and verbal communication skills, particularly in high-pressure scenarios.

• Ability to work autonomously, prioritize tasks, and function 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).