Associate Support Engineer

nCino, Inc.

Job Overview

Location

ZA - Remote - South Africa

Job Type

Full-time

Full Job Description

📋 Description

• As an Associate Support Engineer at nCino, you will serve as a frontline technical support professional responsible for delivering timely and effective assistance to customers using nCino’s cloud banking platform, directly contributing to customer satisfaction and retention by resolving issues at the first point of contact or escalating appropriately.
• You will play a critical role in maintaining service quality by monitoring and responding to support tickets in alignment with SLAs, documenting all interactions accurately in CRM and ticketing systems, and collaborating with senior engineers and managers to ensure consistent, high-standard support delivery across customer accounts.
• You will be part of a dynamic, global support team at nCino — a recognized leader in cloud banking innovation — where your work directly enables financial institutions to operate more efficiently, securely, and scalably on the platform.
• Through hands-on experience with nCino’s solution suite, AI-enhanced support tools, and cross-functional collaboration with product teams, you will develop deep technical and customer service expertise, positioning yourself for growth into senior support, technical specialization, or product-adjacent roles within the company.
• Your day-to-day responsibilities include resolving customer issues using knowledge articles and existing resources on first contact, escalating complex cases to senior support engineers when necessary.
• You will assist in providing basic troubleshooting for client-reported problems, leveraging standard diagnostic procedures and collaborating with technical support engineers to ensure timely and accurate resolution.
• You will actively collaborate with support engineers, technical specialists, and team managers to manage customer accounts, share insights, and maintain consistency in support practices across shifts and regions.
• You will follow strict documentation protocols, logging all customer interactions, issue details, troubleshooting steps, and resolutions in nCino’s CRM and ticketing systems to ensure traceability, compliance, and knowledge sharing.
• You will maintain a high level of customer satisfaction through clear, empathetic communication, proactive follow-ups, and adherence to response and resolution time targets defined by SLAs.
• You will demonstrate and continuously build foundational knowledge of the nCino solution line, including its core banking, loan origination, and account opening modules, to better understand customer use cases and pain points.
• You will monitor incoming support tickets via the ticketing system, prioritize based on severity and impact, and respond within agreed timeframes to prevent service degradation.
• You will assist the team in gathering and synthesizing feedback from customer interactions — such as recurring issues or feature requests — to inform product development and improve future releases.
• You will contribute to the creation, review, and maintenance of knowledge base articles and internal support documentation, helping to reduce repeat inquiries and empower both customers and peers.
• You will perform basic system administration tasks as directed, such as user access checks, configuration validations, or log reviews, under the guidance of senior engineers.
• You will participate in regular training sessions — including product updates, new feature rollouts, and support methodology workshops — to stay current with evolving technologies and best practices.
• You will leverage AI tools and techniques to automate routine tasks such as ticket categorization, suggested response generation, or knowledge article recommendations, improving efficiency and reducing manual effort.
• You will utilize AI-driven insights from support trends and customer sentiment analysis to refine decision-making, anticipate customer needs, and enhance the overall support experience.
• You will stay informed on emerging AI advancements in customer service and enterprise software to identify opportunities for process optimization and continuous learning.

🎯 Requirements

• Undergraduate degree in a related field (e.g., Computer Science, Information Technology, Engineering) or equivalent combination of education and practical experience.
• Strong problem-solving skills with meticulous attention to detail, enabling accurate diagnosis and resolution of technical issues.
• Excellent written and verbal communication skills, essential for clearly conveying technical information to customers and collaborating effectively with internal teams.
• Ability to work collaboratively in a team environment, supporting knowledge sharing and collective ownership of customer outcomes.
• Basic understanding of technical support principles and practices, including ticketing systems, troubleshooting methodologies, and customer service etiquette.
• Willingness to learn and adapt to new technologies, processes, and platforms, particularly as nCino evolves its platform and support tooling.

🏖️ Benefits

• Opportunity to work with a global leader in cloud banking, gaining exposure to cutting-edge fintech technologies and enterprise-scale cloud platforms.
• Access to structured training and professional development programs, including product certifications and technical upskilling initiatives.
• Collaborative, inclusive work culture that values diversity, innovation, and employee well-being, with support for remote work flexibility.
• Exposure to AI-enhanced support workflows, providing hands-on experience with intelligent automation and data-driven decision-making tools.
• Clear pathways for career advancement into senior support roles, technical specialization, or cross-functional opportunities in product, operations, or engineering.
• Competitive compensation and benefits package aligned with nCino’s commitment to employee satisfaction and long-term growth.

Skills & Technologies

AWS

Junior

Remote

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nCino, Inc.

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About nCino, Inc.

nCino provides a cloud-based bank operating system built on Salesforce that unifies onboarding, loan origination, deposit accounts, treasury management, and compliance into a single platform. Financial institutions use the software to automate workflows, reduce manual tasks, and gain real-time analytics across commercial, small business, consumer, and mortgage lending. The company’s technology integrates with core banking systems and regulatory databases, enabling faster decision-making, improved transparency, and lower operational risk while maintaining audit trails and regulatory standards.

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