Technical Support Specialist, nCino
Cloud-based bank operating system
Open for applications
Cloud-based bank operating system
1001+ employees
Open for applications
1001+ employees
Company mission
To transform the financial services industry through innovation, reputation and speed.
Role
Who you are
- 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
- If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino
Desirable
- 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
What the job involves
- 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
- 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
Our take
nCino offers financial institutions an end-to-end cloud-based operating system that integrates with their core systems, rather than supplanting them. This allows them to streamline interactions between customers and staff, which speeds up onboarding, transactions, reporting and more.
Since launching in a community bank in North Carolina in 2012, nCino’s trajectory has been extraordinary. It now boasts over 1800 global customers and even went public in 2020. Indeed, despite the tough FinTech landscape of recent years, the company's performance has remained strong.
Lately, nCino has worked to expand its presence in the global south, signing deals with major banks in Australia, New Zealand and South Africa. It has also partnered with Codat in order to speed up loan underwriting and unveiled an AI-powered conversational copilot tool tailored specifically for banks.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Oct 2019
$80m
EARLY VC
Jan 2018
$51.5m
EARLY VC
Total funding: $221.3m
Company benefits
- Company-paid benefits: 100% premiums paid including medical, dental and vision, as well as disability insurance and life insurance. Each full-time employee also has their own company-funded HSA account.
- Career growth: Opportunity to advance your skills, knowledge and experience through career development, job growth, new opportunities and special projects both domestically and abroad.
- Work-life balance: Paid vacation, parental leave, adoption leave, company holidays, flex holidays, volunteer days and bereavement leave. Office amenities include complimentary coffee, beverages, healthy snacks and standing desks.
- Hybrid office: We know everyone is different, which is why we don't force our teams into a one-size-fits-all approach. Show us how you work best, and we'll work with you to make it happen.
- Financial benefits: Retirement plans, life insurance, student debt repayment programs, parental leave and more.
- Giving back: Two paid volunteer days per year, as well as an employee match donation program. Our community service team, nVolve, provides many opportunities to volunteer with local groups and nonprofits.
Company HQ
Mayfaire Office Park, Wilmington, NC
Leadership
Pierre Naude
(CEO)More than 35 years of Fintech experience. Previously served as Divisional President of S1 Corporation, after working as Vice President and Managing Partner of Unisys, a global information technology company.
Pullen Daniel
(EVP Corporate Development)20 years of financial services and banking experience. Previously led all US Sales before leading nCino's operations in EMEA, starting its London office and spearheading the company's expansion. Before this they were served as Vice President and Managing Partner of Unisys.
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