Senior Support Engineer, nCino
Cloud-based bank operating system
Open for applications
Cloud-based bank operating system
1001+ employees
Open for applications
1001+ employees
Company mission
To transform the financial services industry through innovation, reputation and speed.
Role
Who you are
- Bachelor’s degree plus a minimum of 4 years functional experience, or combination of experience, education, and extraordinary performance
- Demonstrated dedication to customer service, customer satisfaction, and quality technical case work
- Experience within banking or working on banking Service Management/Delivery
- Excellent problem solving, decision-making, and interpersonal skills
- Excellent verbal and written communication skills for technical and non-technical audiences
Desirable
- Knowledge of Salesforce
- SQL/SOQL or related Database Experience
- Certified Salesforce Administrator and/or Certified App Builder
- Bachelor Degree in Information Systems/Computer Science/ Information Technology or Related Field
- Experience with the Salesforce Platform, particularly supporting managed packages
What the job involves
- 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 Senior Support Engineer, you will be responsible for providing excellent customer service to assigned 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 learning the nCino Bank Operating System, general banking knowledge, and becoming a certified Salesforce Administrator
- 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
- Analyze 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
Salary benchmarks
Our take
nCino offers financial institutions an end-to-end cloud-based operating system that integrates with their core systems, rather than supplanting them. This allows them to streamline interactions between customers and staff, which speeds up onboarding, transactions, reporting and more.
Since launching in a community bank in North Carolina in 2012, nCino’s trajectory has been extraordinary. It now boasts over 1800 global customers and even went public in 2020. Indeed, despite the tough FinTech landscape of recent years, the company's performance has remained strong.
Lately, nCino has worked to expand its presence in the global south, signing deals with major banks in Australia, New Zealand and South Africa. It has also partnered with Codat in order to speed up loan underwriting, and unveiled an AI-powered conversational copilot tool tailored specifically for banks.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 8 rounds)
Oct 2019
$80m
EARLY VC
Jan 2018
$51.5m
EARLY VC
Total funding: $213.3m
Company benefits
- Company-paid benefits: 100% premiums paid including medical, dental and vision, as well as disability insurance and life insurance. Each full-time employee also has their own company-funded HSA account.
- Career growth: Opportunity to advance your skills, knowledge and experience through career development, job growth, new opportunities and special projects both domestically and abroad.
- Work-life balance: Paid vacation, parental leave, adoption leave, company holidays, flex holidays, volunteer days and bereavement leave. Office amenities include complimentary coffee, beverages, healthy snacks and standing desks.
- Hybrid office: We know everyone is different, which is why we don't force our teams into a one-size-fits-all approach. Show us how you work best, and we'll work with you to make it happen.
- Financial benefits: Retirement plans, life insurance, student debt repayment programs, parental leave and more.
- Giving back: Two paid volunteer days per year, as well as an employee match donation program. Our community service team, nVolve, provides many opportunities to volunteer with local groups and nonprofits.
Company values
- Bring your A game – We always do our best and give our best so we can create our best. We hire talented individuals, and provide them with resources they need to perform at the top of their game and recognize and reward their efforts
- Do the right thing – We trust our employees to do the right thing for our customers, colleagues and partners. This creates a culture of trust, a willingness to take risks when appropriate and the ability to be agile and innovative
- Respect each other – We value each and every person at nCino. Their opinions matter, and their contributions to the workplace are vital. We treat all people with respect and dignity and seek ways to celebrate our differences
- Make someone's day – Offering a helping hand can not only brighten someone's day—it can also transform their experience at nCino. We always look for opportunities to help someone solve a problem or to simply be kind
- Always have fun – We take our work seriously, but we don't take ourselves too seriously. We know that having fun fosters creativity, encourages innovation and promotes collaboration, which is why we work hard and play hard
- Be a winner – When we have a winning attitude and are passionate about what we do, our customers are happy and our employees are excited to come to work every day. When nCino's company culture works, everybody wins
Company HQ
Mayfaire Office Park, Wilmington, NC
Articles
Leadership
Pierre Naude
(CEO)More than 35 years of Fintech experience. Previously served as Divisional President of S1 Corporation, after working as Vice President and Managing Partner of Unisys, a global information technology company.
Pullen Daniel
(EVP Corporate Development)20 years of financial services and banking experience. Previously led all US Sales before leading nCino's operations in EMEA, starting its London office and spearheading the company's expansion. Before this they were served as Vice President and Managing Partner of Unisys.
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