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About the Role
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 an individual contributor role with no direct reports. 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.
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 issues by reproducing the problem 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 incidents, including managing timelines, customer communications, engineering coordination, and close-out.
- Build monitoring and early-warning signals to proactively catch issues.
- Design systems to absorb repeat volume, such as AI agents for the help center and queue, and an effective knowledge base.
- Define severity and escalation standards, and own the support metrics reported upwards.
- Get new support hires productive by working alongside them.
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 (e.g., revenue recognition, procure-to-pay, consolidation, cash reconciliation, audit readiness).
- Ability to look at a customer's broken workflow and understand their objective.
- Proactive problem-solving approach, investigating causes rather than just providing workarounds.
- Self-taught technical skills, with comfort in SQL, APIs, logs, and stack traces.
- Experience using AI tools daily and a willingness to apply them to new problems.
- Clear and honest written communication skills, especially under pressure.
- Good judgment to prioritize urgent tickets and manage capacity effectively.
Skills
- Accounting
- Monthly close
- Reconciliations
- Financial reporting
- Technical support
- SaaS
- Revenue recognition
- Procure-to-pay
- Accruals
- Multi-entity consolidation
- Multi-currency consolidation
- Cash reconciliation
- Bank reconciliation
- Audit readiness
- Controls
- Problem solving
- SQL
- APIs
- Logs
- Stack traces
- AI tools
- Written communication
- Incident management
- On-call rotation
- ERP systems (NetSuite, Workday, Oracle, SAP)
- Git
- Pull requests
- AI coding tools
- Systems thinking
- Internal tooling
- Scripts
- Dashboards
Location
- New York
Work Type
- In-person
- Full-time
Experience Level
- 3-6 years accounting experience
- Prior technical support/solutions/implementation experience
Education Level
- CPA is a strong plus
About the Company
- Numeric is the modern financial data platform for accounting and finance, using data, workflows, and AI-first solutions to empower accounting teams.
- The company addresses the growing, unsolved data problem faced by accountants due to complexity, data, and system fragmentation.
- Numeric has strong product-market fit with customers including Anthropic, OpenAI, Plaid, Brex.
- The company is backed by investors such as Menlo Ventures, IVP, Founders Fund, and 8VC, and includes founders/executives from Ramp, Segment.