Senior Support Engineer

5 days ago

Johannesburg, Gauteng, South Africa nCino, Inc. Full time

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

A Senior Support Engineer is required 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 also be responsible for becoming an expert with the nCino Bank Operating System, serving as a subject matter expert across multiple features, and obtaining advanced Salesforce Certifications.

Essential Functions

  1. Demonstrate advanced knowledge of the nCino Bank Operating System. Become Salesforce certified with at least four certifications. Obtain KCS Fundamentals Certification. Obtain advanced banking knowledge.
  2. Analyse customer business processes and solutions based on platform functionality. Research, troubleshoot, replicate and resolve customer reported error messages, questions, and configuration enhancements.
  3. Implement features of high complexity, feature enhancements, and major/minor releases in customer environments.
  4. Deliver excellence in customer service by resolving cases with quality, efficiency, and high customer satisfaction.
  5. Serve as a Subject Matter Expert across multiple features. Reviews PDI submissions for technical accuracy and best practices, create accelerators and participate in the creation and maintenance of feature guides.
  6. Works closely with product manager on roadmap prioritization and associated PDI.
  7. Continuously meet and exceed your customer's SLAs for case response, customer communication, and resolution time.
  8. Apply Knowledge Centered Service methodology to capture, structure, reuse and improve articles as part of case management process.
  9. Collaborate with customers and partners in nCino Community to share best practices. Serve as KCS Coach responsible for reviewing and publishing articles.
  10. Consult with the customer on nCino Gold Standards for feature implementation, usage and optimization.
  11. Update and own Gold Standard Documentation.
  12. Collaborate with Product Development, Data Services and Customer Success Managers when necessary.
  13. Lead internal onboarding training, customer & partner training, webinars, and nSight Training.

Qualifications

Required:

  1. Bachelor's degree or equivalent experience preferred.
  2. 4+ years functional experience, or combination of experience, education, and extraordinary performance.
  3. Perform advanced troubleshooting involving reviewing and comprehending debug log code to identify managed package vs customization errors.
  4. Ability to provide developer support to include intermediate SOQL queries and developer scripts.
  5. Demonstrated dedication to customer service, customer satisfaction, and quality technical case work.
  6. Proficiency in one or more programming languages and related tools.
  7. Excellent problem solving, decision-making, and interpersonal skills.
  8. Excellent verbal and written communication skills for technical and non-technical audiences.

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.

About Us

There's a simple reason nCino has been named both the #1 Fintech to Work For and recognized as the market's top Commercial Loan Operating System. We know great technology doesn't build itself, implement itself, or sell itself, so we focus on hiring the best talent in the world and trusting them to do their best work.

The results speak for themselves: our revolutionary Bank Operating System has changed the financial services industry by helping bankers lend with confidence, efficiency and transparency, while better engaging with their customers. Transforming how financial institutions operate through innovation, reputation and speed, nCino works with more than 1,100 financial institutions globally whose assets range in size from $30 million to $2 trillion. A proven leader, nCino is part of the Forbes Cloud 100, and one of the Top Company Cultures by Entrepreneur Magazine.

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