Customer Support Associate

Numeric•New York, NY

51d•$100,000 - $145,000•Onsite

About The Position

Numeric is seeking a Customer Support Associate to join their team. This role is on the front line of the customer experience, focusing on resolving issues that arise for accounting and finance professionals, particularly during critical periods like month-end close. The associate will triage, diagnose, and resolve issues end-to-end, with the opportunity to fix bugs directly. This position requires a strong accounting foundation and a proactive, technical mindset, with the ability to understand the customer's underlying problem beyond just a software bug. It's an individual contributor role focused on managing the queue, incidents, and systems. The role is part of an AI-forward post-sales team, offering growth in both accounting and product depth, as well as engineering depth through the use of AI coding agents. No prior software development background is required, but a willingness to push the boundaries between support and engineering and leverage AI is essential.

Requirements

3-6 years of accounting experience with fluency in 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 key accounting areas: revenue recognition, procure-to-pay and accruals, multi-entity and multi-currency consolidation, cash and bank reconciliation, or audit readiness and controls.
Ability to understand a customer's broken workflow and their intended accomplishment.
Proactive problem-solving skills; willingness to investigate issues thoroughly.
Technical instincts without a formal computer science degree; comfort with SQL, APIs, logs, and stack traces.
Interest in understanding how systems work underneath the UI.
AI fluency and a bias for action; experience using AI tools daily.
Ability to build systems where others repeat tasks.
Clear and honest written communication skills, especially under pressure.
Good judgment in prioritizing urgent tickets and managing capacity.
Willingness to learn SQL in the first month (if not already proficient).

Nice To Haves

Hands-on NetSuite experience, or depth in another major ERP such as Workday Financials, Oracle, SAP.
Ability to write and run SQL.
Comfort with git, reading a pull request, or AI coding tools like Claude Code.
Systems thinking; understanding how tool selection scales companies and drives efficiency.
Experience running incidents or an on-call rotation.
Experience with multi-entity or multi-currency accounting.
Experience building internal tooling, scripts, or dashboards.

Responsibilities

Own the queue and its outcomes, ensuring customer issues are resolved quickly and effectively.
Take turns on the medic rotation, serving as the first line of support for the entire queue for a week.
Diagnose problems by reproducing them in a sandbox, querying data, reading logs, and tracing integration failures.
Ship fixes for well-understood bugs using AI coding agents, taking issues from ticket to merged pull request.
Turn support interactions into product signal by routing issues with specifics and evidence to Product and Engineering.
Own recurring themes and push for fixes that retire categories of tickets.
Identify at-risk accounts based on support tickets and communicate with Account Managers or Customer Success Managers.
Own incidents, managing timelines, customer communications, engineering coordination, and close-out.
Build monitoring and early-warning signals to proactively catch issues.
Convert every incident into a permanent fix, product change, monitor, or process improvement.
Design and build systems that absorb repeat volume, such as AI agents for the help center and queue, and internal tooling.
Define severity and escalation standards, and own support metrics.
Onboard and train new support hires.