Associate Support Engineer-2

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 within the company’s CRM and ticketing systems to maintain compliance and service transparency.
• Maintain high customer satisfaction by delivering clear, timely, and professional communication throughout the support lifecycle.
• Demonstrate foundational knowledge of the nCino cloud banking platform and its core functionalities.
• Monitor and respond to support tickets in alignment with defined service-level agreements (SLAs) 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 and customer self-service.
• Perform basic system administration tasks as assigned to support daily operations and customer needs.
• Participate in ongoing training programs to stay current with evolving technologies, support methodologies, and nCino product updates.
• Leverage AI tools to automate routine tasks, enhance accuracy, reduce errors, and improve response times in support workflows.
• Apply AI-driven insights to refine decision-making, elevate customer experience, and increase team productivity while ensuring measurable operational value.
• Stay informed about advancements in AI technologies to support continuous learning and the adoption of scalable, innovative work practices.

🎯 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
• Remote work flexibility within South Africa
• Equal employment opportunities with compliance to local and federal nondiscrimination laws

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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