Associate Support Engineer-1

nCino, Inc.

Job Overview

Location

Remote, South Africa

Job Type

Full-time

Full Job Description

📋 Description

• Provide first-contact technical support to customers by resolving issues using existing knowledge base resources or escalating complex cases to senior support engineers.
• Assist in troubleshooting client technical issues while adhering to established support protocols and escalation procedures.
• Collaborate with support engineers, managers, and cross-functional teams to manage customer accounts and ensure timely resolution of technical support tickets.
• Accurately document all customer interactions, issue details, and resolutions in the company’s CRM and ticketing systems to maintain compliance and service transparency.
• Maintain high customer satisfaction through clear, timely, and professional communication during all support interactions.
• Develop and apply foundational knowledge of the nCino cloud banking solution to effectively address customer inquiries.
• Monitor and respond to support tickets within defined service-level agreement (SLA) timeframes to ensure operational efficiency.
• Contribute feedback to product development teams based on recurring customer issues and observed patterns in support interactions.
• Assist in creating, updating, and maintaining knowledge base articles and internal support documentation to improve team effectiveness.
• Perform basic system administration tasks as assigned to support daily operations and customer needs.
• Participate in ongoing training sessions to stay current with evolving nCino technologies, support methodologies, and industry best practices.
• Leverage AI tools to automate routine support tasks, improve accuracy, reduce response times, and minimize human error in ticket handling.
• Use AI-driven insights to enhance decision-making, refine customer experience workflows, and increase team productivity.
• Stay informed on emerging AI advancements and apply learnings to drive continuous improvement and scalable operational growth.

🎯 Requirements

• Undergraduate degree in a related field or equivalent education and experience
• Strong problem-solving skills and attention to detail
• Excellent written and verbal communication skills
• Ability to work collaboratively in a team environment
• Basic understanding of technical support principles and practices
• Willingness to learn and adapt to new technologies and processes

🏖️ Benefits

• Opportunity to work with a global leader in cloud banking
• Exposure to AI-driven tools and technologies to enhance efficiency and innovation
• Ongoing training and professional development opportunities
• Inclusive, diverse workplace culture that values authentic self-expression
• Equal employment opportunities with compliance to federal, state, and local nondiscrimination laws
• Reasonable accommodations available for persons with disabilities during hiring and employment

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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