Associate Manager - Technical Support Engineering

nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.

 

We are seeking a dedicated and detail-oriented Associate Manager – Technical Support Engineering to join our Support Engineering team. The ideal candidate will lead and manage a team of engineers driving excellence in customer support and technical issue resolution. This role involves collaborating with Support and/or Technical Support Engineers, managers, and cross-functional teams to handle customer accounts, resolve technical issues efficiently, and drive continuous improvement in support processes. The Associate Manager will also play a key role in mentoring and developing team members, ensuring the delivery of high-quality support services.

 

Key Responsibilities: 

• Manage a team of Support and/or Technical Support Engineers and specialists focused on technical support, configuration, and optimizing performance within these solution lines. 
• Recommend best practices for incident management, change management, and continuous improvement to enhance team performance and customer satisfaction related to support engineering. 
• Possess an understanding of nCino solution lines, including their architecture, integration points, and common issues.  
• Apply knowledge of technical/administrative skills to leverage the skills of support engineers, ensuring efficient resource allocation and cost-effective solutions. 
• Execute on business plans and operating policies that impact the direct support engineering team. 
• Recommend actions and regularly exercise discretion regarding key nCino Solution Line processes that impact the team's ability to meet service level agreements (SLAs) and customer satisfaction goals. 
• Guide daily work by tactical operational objectives and management influence. Improve process efficiencies in support of objectives outlined by management. 
• Support and empower the daily activities of support engineers. Assign work outputs, verify accuracy, and establish deadlines for completing assignments. Provide technical guidance and troubleshooting expertise to resolve complex Support Engineering issues. 
• Provide training, professional, and personal development of Support and/or Technical Support Engineers.  
• May spend a minimal portion of time performing the work of the team, such as handling escalated support tickets or conducting root cause analysis. 
• Begin to interact with internal management and external customers' senior professional representatives. Conduct briefings of a technical nature related to the support organization’s functions. Foster relationships across multiple teams and expand relations within the department. 
• Act as a coach, giving direction based on defining and refining team outcomes to align with current nCino organizational needs. 
• May be tasked with managing a budget at the team level. 
• Leverage AI tools and techniques to enhance work efficiency and optimize business operations by automating routine tasks to improve accuracy, save time, and minimize errors.
• Utilize AI-driven insights to refine decision-making, elevate customer experience, and boost team productivity while ensuring its application provides measurable value, driving innovation and smarter ways of working.
• Stay informed on AI advancements to drive continuous learning and scalable growth opportunities.

Required Qualifications: 

• Undergraduate degree with 6+ years of professional experience and 1+ year of management experience (or equivalent experience). 
• Strong leadership and team management skill with remote and in-office employees
• Excellent problem-solving abilities and technical acumen. 
• Exceptional communication and interpersonal skills. 
• Basic Project Management knowledge 
• Ability to work effectively in a fast-paced, dynamic environment. 
• Experience with data analysis and presenting insights to senior management. 

Desired Qualifications: 

• Applicable certifications such as: 
• Salesforce Administrator certification. 
• Salesforce App Builder certification. 
• AWS certifications. 
• Industry certifications 
• Previous experience in a technical support role. 
• Familiarity with common software and hardware troubleshooting techniques. 
• Experienced in mentorship and developing top talent.

 

If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino.

 

nCino provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, genetics or other protected groups. In addition to federal law requirements, nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

nCino is committed to the full inclusion of all qualified individuals. As part of this commitment, nCino will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at [email protected]. 

Our commitment to inclusion and equality includes a strong belief that the diversity of our team is instrumental to our success.  We strive to create workplaces where employees are empowered to bring their authentic selves to work.