Technical Data Support Engineer

nCino, Inc.•Lehi, UT

About The Position

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

Requirements

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

Nice To Haves

Applicable certifications, such as Salesforce Administrator certification and Salesforce App Builder certification, or ability to obtain within first 6 months of employment
Experience with SaaS products and services, and/or CRM systems
Previous experience in a technical support role
Ability to support in other timeframes

Responsibilities

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.