About the role

WHY NUMERIC Every business relies on accounting. Yet most software in the space was built in the early 2000s — clunky, slow, and far behind the curve on AI. Today, accountants are facing a growing, unsolved data problem https://numeric.substack.com/p/accountings-data-problem as a consequence of complexity, data, and system fragmentation — and they lack the tools to solve it. The problems are real, hard, and increasingly urgent. But they're solvable. Enter Numeric — the modern financial data platform for accounting and finance. Weaving together data, workflows, and AI-first solutions, we're empowering accounting teams to achieve verifiable, detailed financial data faster and make business decisions with greater confidence. We have strong product market fit and a growing base of customers who love our product — including Anthropic, OpenAI, Plaid, Brex, and many more. We're backed by top-tier investors including Menlo Ventures, IVP, Founders Fund, and 8VC, along with founders and executives from Ramp, Segment, and other category-defining companies. ABOUT THE ROLE - 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. WHAT YOU'LL DO - 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,