Accounting Software Support Analyst

Cincsystems

Duluth (GA)

Hybrid

USD 60,000 - 80,000

Full time

14 days+

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Benefits offered by this job

Medical

Vision

Life Insurance

Short-term & Long-term disability insurance

401K (matching available)

136 hours of paid time off per year

10 paid holidays per year

Bonus holiday: Your birthday is a paid day off!

2 mental health/self-care days per year

Free snacks (when in office)

Job summary

Cincsystems is seeking an Accounting Software Support Analyst to provide front-line technical support focused on accounting functionalities and banking workflows. This role works with clients to resolve software issues and documents cases effectively.

The position offers a hybrid work model in Duluth, Georgia, and requires strong understanding of core accounting principles and sufficient experience in software support.

Qualifications

2+ years of software support experience, preferably in SaaS or accounting.
Solid understanding of core accounting principles.
Familiarity with banking terminology and payment processes.

Responsibilities

Provide front-line technical support to clients on accounting functionalities.
Resolve customer issues related to accounting and financial workflows.
Create and maintain documentation for FAQs and issue resolution.

Skills

Effective written and verbal communication skills

Detail-oriented

Analytical thinking

Education

High School Diploma

Associate’s or Bachelor’s degree in Accounting, Finance

Tools

Microsoft Office Suite

Intercom

Job description

Location: Hybrid (Georgia, USA) or Remote for Non-Local Candidates

POSITION OVERVIEW

The Accounting Software Support Analyst provides front-line technical support to CINC Systems clients, with a focus on accounting functionality, banking and payment workflows, and financial operations within the Cephai platform. This role diagnoses and resolves software issues, responds to customer inquiries, and documents cases in accordance with internal standards. The Accounting Software Support Analyst reports to the Support Supervisor or Manager and works cross-functionally with Product, Engineering, Training, and Implementation teams.

ABOUT CINC SYSTEMS

CINC Systems is the largest provider of accounting and management software in the community association management industry and the innovator behind accounting and banking integration. Founded in 2005 as the industry’s first SaaS offering, CINC now employs nearly 400 people and serves more than 1,000 management companies across 55,000+ associations, supporting more than 6 million doors.

In January 2024, Hg Capital made a significant investment in CINC to accelerate the company’s growth trajectory and drive rapid product development.

At CINC, innovation drives our growth and our people sustain it. We are proud of our humble, accountable, and team-oriented culture—and we are committed to building products and a workplace that create long-term value for our customers and our team.

RESPONSIBILITIES

Customer Support

Reproduce customer-reported accounting and payment issues to determine root cause and identify appropriate corrective action.
Resolve customer issues that do not require development team intervention, with particular depth in accounts payable, accounts receivable, bank reconciliation, and financial reporting workflows.
Provide accurate, professional responses to customers via email and phone, including step-by-step guidance on system features and workflows.
Document and route product modification and defect correction requests to the appropriate internal team and communicate status updates back to the customer.

AI-Assisted Workflows

Use enterprise AI tools—including Claude (Anthropic)—to research issues, draft and refine customer communications, and surface relevant knowledge base content.
Work within CINC’s AI-powered support ecosystem, including Support Assist (CINC’s AI Support Agent), to support faster and more consistent case resolution.
Apply AI-assisted workflows to triage, prioritize, and document cases.
Provide structured feedback on AI tool performance to support continuous improvement of prompts, outputs, and team-wide usage.

Documentation and Training

Create and maintain internal and customer-facing documentation for frequently asked questions and common issue resolution.
Author knowledge base articles for both internal and external audiences, ensuring content is accurate, clearly written, and structured for self-service use.
Train customers and internal staff on accounting system functionality and best practices.
Assist the Training and Implementation teams as needed.

REQUIREMENTS

Education

High School Diploma or equivalent required.
Associate’s or Bachelor’s degree in Accounting, Finance, or a related field preferred.

Experience

2+ years of software support experience, preferably in a SaaS or accounting software environment.
Solid understanding of core accounting principles, including GAAP, accounts payable, accounts receivable, accrual and cash basis accounting, bank reconciliation, and financial reporting.
Familiarity with banking terminology and payment processes, including ACH, EFT, and lockbox workflows.
Experience working within a CRM or support ticketing system; Intercom experience preferred.
Familiarity with the community association management industry is a plus.

Technical Skills

Proficiency with Microsoft Office Suite.
Working knowledge of customer support and communication platforms, including Intercom.
Demonstrated ability to use enterprise AI tools—including large language models such as Claude and AI chatbot interfaces—as part of day-to-day work.
Ability to construct effective prompts, evaluate AI-generated outputs, and apply them accurately in customer-facing contexts.

CORE COMPETENCIES

Effective written and verbal communication skills, including the ability to explain financial concepts clearly to non-accounting audiences.
Detail-oriented, organized, and able to manage multiple priorities simultaneously.
Strong analytical thinking with the ability to break down complex accounting and system issues and identify root causes.
Self-directed with the ability to manage workload with minimal supervision.
Comfortable working in a fast-paced environment with evolving tools, processes, and AI-powered workflows.

WHY CINC

CINC is at an inflection point. We are transforming an industry-leading product company into an AI-Native services organization — and the Systems Administrator role is central to making that possible. You will not be maintaining the status quo. You will be architecting the operational infrastructure that powers the next chapter of CINC's growth. If you are someone who gets energy from untangling complexity, building things that scale, and working alongside sharp people who are serious about winning, this is your seat.