Senior Support Engineer

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

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 Senior Support Engineer, you will be responsible for providing excellent customer service to assigned 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 also be responsible for learning the nCino Bank Operating System, general banking knowledge, and becoming a certified Salesforce Administrator.

Responsibilities

• Learn the nCino Bank Operating System, become Salesforce.com certified with at least two certifications, and obtain general banking knowledge
• Serve as Primary Support Engineer for one or more customers and hold weekly case calls
• Communicate regularly with your customers via case, email and phone to ensure satisfaction with the nCino product
• Analyze customer business processes and solution based on platform functionality
• Research, troubleshoot, replicate and resolve customer reported error messages, questions, and configuration enhancements
• Implement new features, feature enhancements, and major/minor releases in customer environments
• Deliver excellence in customer service by resolving cases with quality, efficiency, and high customer satisfaction
• Continuously meet and exceed your customer’s SLAs for case response, customer communication, and resolution time
• Apply Knowledge Centered Service methodology to capture, structure, reuse and improve articles as part of case management process
• Consult with the customer on nCino Gold Standards for feature implementation, usage and optimization
• Collaborate with Product Development, Data Services and Customer Success Managers when necessary
• Team members will be required to participate in the on-call rotation

Qualifications

Required:

• Bachelor’s degree plus a minimum of 4 years functional experience, or combination of experience, education, and extraordinary performance
• Demonstrated dedication to customer service, customer satisfaction, and quality technical case work
• Experience within banking or working on banking Service Management/Delivery
• Excellent problem solving, decision-making, and interpersonal skills
• Excellent verbal and written communication skills for technical and non-technical audiences

Desired:

• Knowledge of Salesforce
• SQL/SOQL or related Database Experience
• Certified Salesforce Administrator and/or Certified App Builder
• Bachelor Degree in Information Systems/Computer Science/ Information Technology or Related Field
• Experience with the Salesforce Platform, particularly supporting managed packages.

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

The pay range for this role is based on relative market data and alignment with our compensation philosophy. The range displayed reflects the minimum and maximum of the pay range for each job posting, which is used to determine new hire rates/salaries and takes into consideration multiple factors including but not limited to knowledge, skills, abilities, proficiencies, experience, education, licensures/certifications, as well as business and organizational needs. nCino reserves the right to modify the posted range consistent with our internal practices and external market movement. The recruiter for this job posting can share more compensation details during the recruitment process, as base salary is only one component of the total compensation package per position posted.

The base salary range for this job is:

£39,000.00 - £60,500.00

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.