Associate Manager – Technical Support Engineering

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nCino, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💸 Finance

💳 Fintech

☁️ SaaS

Finance • Fintech • SaaS

nCino, Inc. is a financial technology company that provides cloud-based solutions for financial institutions. Its platform is designed to digitize and reengineer business processes in the commercial banking, consumer banking, mortgage, and small business sectors. By integrating data and people on a single platform, nCino enhances decision-making, risk management, and customer satisfaction. Notably, its nIQ, a generative AI banking advisor, assists financial institutions in streamlining operations and improving efficiency. With a strong focus on customer success and comprehensive support, nCino aims to usher in a new era of digital banking experiences.

📋 Description

• Manage a team of Support and/or Technical Support Engineers and specialists focused on technical support, configuration, and optimizing performance within these solution lines • Recommend best practices for incident management, change management, and continuous improvement to enhance team performance and customer satisfaction related to support engineering • Possess an understanding of nCino solution lines, including their architecture, integration points, and common issues • Apply knowledge of technical/administrative skills to leverage the skills of support engineers, ensuring efficient resource allocation and cost-effective solutions • Execute on business plans and operating policies that impact the direct support engineering team • Recommend actions and regularly exercise discretion regarding key nCino Solution Line processes that impact the team's ability to meet service level agreements (SLAs) and customer satisfaction goals • Guide daily work by tactical operational objectives and management influence • Improve process efficiencies in support of objectives outlined by management • Support and empower the daily activities of support engineers • Assign work outputs, verify accuracy, and establish deadlines for completing assignments • Provide technical guidance and troubleshooting expertise to resolve complex Support Engineering issues • Provide training, professional, and personal development of Support and/or Technical Support Engineers • May spend a minimal portion of time performing the work of the team, such as handling escalated support tickets or conducting root cause analysis • Begin to interact with internal management and external customers' senior professional representatives • Conduct briefings of a technical nature related to the support organization’s functions • Foster relationships across multiple teams and expand relations within the department • Act as a coach, giving direction based on defining and refining team outcomes to align with current nCino organizational needs • May be tasked with managing a budget at the team level • 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.

🎯 Requirements

• Undergraduate degree with 6+ years of professional experience and 1+ year of management experience (or equivalent experience) • Strong leadership and team management skill with remote and in-office employees • Excellent problem-solving abilities and technical acumen • Exceptional communication and interpersonal skills • Basic Project Management knowledge • Ability to work effectively in a fast-paced, dynamic environment • Experience with data analysis and presenting insights to senior management.

🏖️ Benefits

• Health insurance • Professional development opportunities