Associate Support Engineer

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

Position Summary At nCino we are dedicated to creating software that is changing the banking industry by helping bankers lend with confidence, efficiency, and transparency and better engage with their customers. Our Support Engineering department is a talented group of individuals who work closely together in case teams to support the successful adoption of nCino software at our financial institutions. Our departmental values are learning, collaboration, and fun, and those values guide us in balancing hard work with passion and enjoyment for what we do. As a member of the Support Engineer department, you will be responsible for providing excellent customer service to Financial Institutions who are leveraging the nCino Bank Operating System. You will be responsible for triaging any customer reported error messages, questions, and configuration enhancements. You will be responsible for triaging any customer reported error messages, questions, and configuration enhancements.  

Responsibilities

• Communicate regularly with customers via multiple channels (email, phone, chat, etc.). 

• Prioritize, research, troubleshoot, and resolve customer-reported error messages, questions, and configuration enhancements. 

• Apply Knowledge Centered Service methodology to capture, structure, reuse, and improve articles as part of the case management process. 

• Analyze customer business processes and determine solutions. 

• Collaborate with groups across multiple departments when necessary. 

• Utilize Zendesk for customer support and case management. 

• Leverage technical knowledge to assist customers with complex issues. 

• Conduct and lead meetings with clients to triage and provide solutions to queries.  

• Gather and relay customer feedback to the product development team for continuous improvement. 

• Create and maintain detailed documentation of customer interactions and solutions provided. 

Qualifications

Required:

• Bachelor’s Degree in related field or equivalent experience preferred or combination of equivalent education, experience or superior performance

• Able to work from 5pm - 2am CAT as this role will be servicing the USA market

• Demonstrated dedication to customer service, customer satisfaction, and quality technical case work. 

• Excellent problem-solving, decision-making, and interpersonal skills. 

• Excellent verbal and written communication skills for technical and non-technical audiences. 

• Proficiency in Zendesk for customer support and case management. 

• Technical knowledge relevant to the role. 

• Proficiency in Microsoft suite  

Desired:

• Knowledge of Salesforce. 

• Experience with the Salesforce Platform, particularly supporting managed packages. 

• Experience in SaaS B2B environments. 

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.