Associate Support Engineering Manager, 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 or equivalent experience preferred
- 4+ years functional experience, or combination of experience, education, and extraordinary performance
- Proven success as a coach and mentor of technical staff
- Demonstrated dedication to customer service, customer satisfaction, and quality technical case work
- Ability to motivate yourself and others, prioritize your own work, and adapt and thrive in a dynamic team environment
- Excellent problem solving, decision-making, and interpersonal skills
- Excellent verbal and written communication skills for technical and non-technical audiences
Desirable
- Ability to travel when required
- Knowledge of nCino Product and configuration Gold Standards
- 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 Support Engineer Manager, you will lead a group of high-performing Support Engineers who are passionate about problem solving, customer service, and professional development
- You will be responsible for attracting, hiring, retaining, and supervising your team and for ensuring that they have the necessary support to consistently meet and exceed expectations for case quality and knowledge centered support
- You will also lead by example in pushing yourself and the department to continuously find ways to improve and innovate our processes, tools, and culture
- Ensure that Support Engineering staff have access to the skills, tools, and processes that they need to resolve cases with quality, efficiency, and high customer satisfaction
- Recruit, train, supervise, and evaluate performance of Support Engineers
- Ensure staff utilization is aligned proportionally to customers in portfolio
- Work closely with Customer Success Managers to proactively identify and mitigate high risk customers in portfolio
- Serve as the primary escalation point for all customer escalated issues in portfolio and drive the issue to resolution
- Serve as the primary Support Engineer for strategic customers
- Work with Customer Success Managers to drive sticky feature adoption targets across customers in portfolio
- Drive continuous improvement of Support Engineering processes and tools to increase case quality, efficiency, and customer satisfaction
- Communicate Support Engineering team policies and processes to internal stakeholders and customers as needed
- Manage backlog for all customer cases in portfolio with a focus on SLA compliance and customer satisfaction
- 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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