Support Engineer

nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking. As a 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. ResponsibilitiesLearn the nCino Bank Operating System, become Salesforce.com certified with at least two certifications, and obtain general banking knowledgeServe as Primary Support Engineer for one or more customers and hold weekly case callsCommunicate regularly with your customers via case, email and phone to ensure satisfaction with the nCino productAnalyse customer business processes and solution based on platform functionalityResearch, troubleshoot, replicate and resolve customer reported error messages, questions, and configuration enhancementsImplement new features, feature enhancements, and major/minor releases in customer environmentsDeliver excellence in customer service by resolving cases with quality, efficiency, and high customer satisfactionContinuously meet and exceed your customer’s SLAs for case response, customer communication, and resolution timeApply Knowledge Centered Service methodology to capture, structure, reuse and improve articles as part of case management processConsult with the customer on nCino Gold Standards for feature implementation, usage and optimizationCollaborate with Product Development, Data Services and Customer Success Managers when necessaryTeam members will be required to participate in the on-call rotationQualificationsRequired:Bachelor’s degree or equivalent experience preferred2+ years functional experience, or combination of experience, educationDemonstrated dedication to customer service, customer satisfaction, and quality technical case workExcellent problem solving, decision-making, and interpersonal skillsExcellent verbal and written communication skills for technical and non-technical audiencesDesired:Knowledge of SalesforceSQL/SOQL or related Database ExperienceCertified Salesforce Administrator and/or Certified App BuilderBachelor’s degree in information systems/computer science/ information technology or Related FieldExperience 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. 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.