Support Engineer at nCino

Responsibilities

• Learn the nCino Bank Operating System, become Salesforce.com certified with at least two certifications, and obtain general banking knowledge
• Serve as Primary Support Engineer for one or more customers and hold weekly case calls
• Communicate regularly with your customers via case, email and phone to ensure satisfaction with the nCino product
• Analyse customer business processes and solution based on platform functionality
• Research, troubleshoot, replicate and resolve customer reported error messages, questions, and configuration enhancements
• Implement new features, feature enhancements, and major/minor releases in customer environments
• Deliver excellence in customer service by resolving cases with quality, efficiency, and high customer satisfaction
• Continuously meet and exceed your customer’s SLAs for case response, customer communication, and resolution time
• Apply Knowledge Centered Service methodology to capture, structure, reuse and improve articles as part of case management process
• Consult with the customer on nCino Gold Standards for feature implementation, usage and optimization
• Collaborate with Product Development, Data Services and Customer Success Managers when necessary
• Team members will be required to participate in the on-call rotation

Qualifications

Required:

• Bachelor’s degree or equivalent experience preferred
• 2+ years functional experience, or combination of experience, education
• Demonstrated dedication to customer service, customer satisfaction, and quality technical case work
• Excellent problem solving, decision-making, and interpersonal skills
• Excellent verbal and written communication skills for technical and non-technical audiences

Desired:

• Knowledge of Salesforce
• SQL/SOQL or related Database Experience
• Certified Salesforce Administrator and/or Certified App Builder
• Bachelor’s degree in information systems/computer science/ information technology or Related Field
• Experience with the Salesforce Platform, particularly supporting managed packages.