nCino, Inc.Technical Support Specialist
nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.
As a Technical Support Engineer, you will provide technical support to customers and other support personnel who are diagnosing, troubleshooting, repairing, and debugging nCino product issues, as well as working through complex product configuration changes and strategic feature implementation. You will respond primarily to complex technical issues in an effort to replicate, isolate, and resolve problems outside of the scope of front-line product support.
Essential Functions:
- Apply nCino product knowledge to diagnose and troubleshoot complex technical issues related to nCino platform and integrated systems; serve as the first point of escalation for field engineers and other support personnel.
- Demonstrate intermediate technical knowledge of one or more nCino business solution lines and their interdependencies with other nCino solution lines with proven ability to develop Subject Matter Expert (SME) skills on assigned function(s) and/or as a case owner for increasingly strategic accounts with the ability to develop Primary Support Engineer skills to hold key customer accounts.
- Configure complex product functions to meet the requirements of customers using standard documents and guidance from senior Support Engineers or leaders. Provide guardrails for customer configuration requests that do not adhere to best practices.
- Reports design, reliability, and maintenance problems to internal stakeholders including leaders and product design/software engineering teams, and assists in developing and prioritizing solutions to meet customer needs.
- Deploy customer feature upgrades, product installation, and training.
- Monitor and respond to support tickets in a timely manner, ensuring service level agreement (SLAs) are met.
- Provide exceptional support to customers/users where the product is highly technical in nature; may involve liaising with internal and external stakeholders to identify resolutions to technical issues.
- Apply knowledge centered methodology to create and maintain knowledge articles and other support documentation.
- Participate in training sessions to stay updated on latest product information, technology, and support practices. May contribute to training content and delivery to internal stakeholders.
- Contribute to project teams and other special assignments to enhance the effectiveness, innovation, and efficiency of the Customer Success organization
- 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 in Computer Science, Information Technology, Engineering, or a related field or equivalent education and 2+ years of professional experience.
- Exceptional problem-solving skills and the ability to troubleshoot complex technical issues.
- Excellent communication skills, both written and verbal, with ability to influence stakeholders.
- Ability to work effectively in a team environment.
- Foundational understanding of nCino product and/or software design components.
- Customer-focused with a commitment to providing high-quality support.
- nCino product training baseline or ability to obtain within first 6 months of employment
- Microsoft SQL
Preferred Qualifications:
- Applicable certifications, such as microsoft sql
- Experience with SaaS products and services, and/or CRM systems
- Previous experience in a technical support role
- Ability to support in other timeframes
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 recruiting@ncino.com.
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.