Enterprise Support Engineer

nCino
Wilmington, NC
21 Jun 2024

Vacancy expired!

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

As the worldwide leader in SaaS cloud banking, nCino's Enterprise (Primary) Support Engineer role offers the unique opportunity to own a portfolio of Enterprise customers where you will work directly alongside some of the largest financial institutions in the world! This role is your opportunity to bring interpersonal, technical, and financial expertise to a position that offers an incredible amount of challenge, autonomy, and ongoing growth. At nCino, we are dedicated to transforming the industry for financial institutions, creating solutions where our customers can lend with confidence, efficiency, and transparency, and better engage with their customers. Our Support Engineering department is a talented group of individuals who work closely together across several different roles to best enable the success of our customers. As an Enterprise Support Engineer, you will join forces with nCino's Support Release Managers, Support Engineer Feature Teams which make up a group of specialists that own specific areas of the nCino product, Subject Matter Experts that lead our feature teams, and many more collaborative roles across the company. As a diversly experienced and close-knit team, we value passion, hard work, collaboration, innovation, and having fun. Our team #livesthesix nCino core values every day and are excited for the opportunity to grow the family with this opportunity on our Enterprise Support Engineer team!

As an Enterprise Support Engineer, you will be responsible for providing excellent customer service and serving as the primary technical point of contact to larger, Enterprise-level Financial Institutions who are leveraging the nCino Bank Operating System. You will be responsible for being the customer's trusted advisor and 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.

Responsibilities:
  • Learn the nCino Bank Operating System, become Salesforce.com certified with at least three certifications, and obtain advanced banking knowledge
  • Serve as Primary Support Engineer for one or more Enterprise level customers
  • Conduct regularly scheduled meetings with Enterprise level customers and utilize strategic banking and technical expertise to provide customer advisory, collaborate on ongoing initiatives, open cases, upcoming releases, and more.
  • Travel to customer onsite locations to support initiatives and needs, as requested
  • Communicate regularly with your customers via case, email, and phone to ensure satisfaction with the nCino product and meet & exceed your customer's SLAs for case response and resolution time
  • Deliver excellence in customer service by resolving Enterprise level and advanced cases with quality, efficiency, and high customer satisfaction
  • May provide technical review and approval for Product Development Issues
  • Apply and champion Knowledge Centered Service methodology to capture, structure, reuse and improve articles as part of case management process. Complete technical review for knowledge articles.
  • Consult with Enterprise level customers on nCino Gold Standards for feature implementation, usage, and optimization
  • Collaborate and provide feedback to Product Development, Data Services and Customer Success Managers to drive value and exceptional service to customers
  • Develop and deliver training and knowledge share to support internal and customer teams

Qualifications:

Required :
  • 2+ years of financial industry experience including familiarity with banking language and processes
  • Bachelor's degree or equivalent relevant experience
  • 2+ years functional experience, or combination of experience, education, and extraordinary performance
  • Experience utilizing the Salesforce Platform
  • Demonstrated dedication to customer service and customer satisfaction
  • Excellent problem solving, decision-making, communication, and interpersonal skills
Desired:
  • Bachelor's Degree in Information Systems/Computer Science/Information Technology or Related Field
  • Expert level knowledge of Salesforce exhibited by 3+ Salesforce Certifications and experience supporting managed packages
  • SQL/SOQL or related Database Experience
  • Experience with Commercial or Retail banking and loan origination processes
  • Expert level knowledge on nCino features

If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino.

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 recruiting@ncino.com .

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.
  • ID: #43422591
  • State: North Carolina Wilmington 28401 Wilmington USA
  • City: Wilmington
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2022-06-21
  • Deadline: 2022-08-19
  • Category: Et cetera