[Hiring] Associate Support Engineer @nCino, Inc.

Role Description

As an Associate Support Engineer, you will provide basic technical support and troubleshooting to customers, ensuring a high level of customer satisfaction. This role involves collaborating with senior support engineers and managers to handle customer accounts and resolve technical issues efficiently.

• Resolve customer issues using existing resources, like Knowledge Article, on first contact or escalate to Support Engineers.
• Assist in providing basic support and troubleshooting for clients, escalating complex issues to technical support engineers as needed.
• Collaborate with support engineers on the team, technical support engineers, and managers to manage customer accounts and resolve technical support issues.
• Follow standard practices in the documentation of customer interactions, issues, and resolutions in a customer relationship management (CRM) and/or ticketing system.
• Maintain a high level of customer satisfaction through effective communication and timely resolution of issues.
• Demonstrate basic knowledge of the nCino solution line.
• Monitor and respond to support tickets in a timely manner, ensuring service-level agreements (SLAs) are met.
• Assist team in providing feedback to product development teams based on customer interactions and recurring issues.
• Assist in the creation and maintenance of knowledge base articles and support documentation.
• Perform basic system administration tasks as required.
• Participate in training sessions to stay updated on the latest technologies and support practices.
• 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.

Qualifications

• Undergraduate degree in a related field or equivalent education and experience.
• Strong problem-solving skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Ability to work collaboratively in a team environment.
• Basic understanding of technical support principles and practices.
• Willingness to learn and adapt to new technologies and processes.

Requirements

• Applicable certifications such as financial industry or AWS certifications.
• Previous experience in a technical support role.
• Familiarity with common software and hardware troubleshooting techniques.
• Ability to support in other timeframes.

Company Description

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 [email protected].

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.