Technical Data Support Engineer

nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking. As a Technical Support Engineer, you will provide technical support to customers and other support personnel who are diagnosing, troubleshooting, repairing, and debugging nCino product issues, as well as working through complex product configuration changes and strategic feature implementation. You will respond primarily to complex technical issues in an effort to replicate, isolate, and resolve problems outside of the scope of front‑line product support.

• Apply nCino product knowledge to diagnose and troubleshoot complex technical issues related to the nCino platform and integrated systems; serve as the first point of escalation for field engineers and other support personnel.
• Demonstrate intermediate technical knowledge of one or more nCino business solution lines and their interdependencies with other lines, with proven ability to develop SME skills on assigned function(s) and/or as a case owner for increasingly strategic accounts, and develop Primary Support Engineer skills to hold key customer accounts.
• Configure complex product functions to meet the requirements of customers using standard documents and guidance from senior Support Engineers or leaders.
• Provide guardrails for customer configuration requests that do not adhere to best practices.
• Report design, reliability, and maintenance problems to internal stakeholders including leaders and product design/software engineering teams, and assist in developing and prioritizing solutions to meet customer needs.
• Deploy customer feature upgrades, product installation, and training.
• Monitor and respond to support tickets in a timely manner, ensuring SLA are met.
• Provide exceptional support to customers/users where the product is highly technical in nature; may involve liaising with internal and external stakeholders to identify resolutions to technical issues.
• Apply knowledge‑centered methodology to create and maintain knowledge articles and other support documentation.
• Participate in training sessions to stay updated on the latest product information, technology, and support practices.
• Contribute to training content and delivery to internal stakeholders.
• Contribute to project teams and other special assignments to enhance the effectiveness, innovation, and efficiency of the Customer Success organization.
• Leverage AI tools and techniques to enhance work efficiency and optimize business operations by automating routine tasks to improve accuracy, save time, and minimize errors.
• Utilize AI‑driven insights to refine decision‑making, elevate customer experience, and boost team productivity while ensuring application provides measurable value.
• Stay informed on AI advancements to drive continuous learning and scalable growth opportunities.

• Undergraduate degree in Computer Science, Information Technology, Engineering, or a related field or equivalent education and 2+ years of professional experience.
• Exceptional problem‑solving skills and the ability to troubleshoot complex technical issues.
• Excellent communication skills, both written and verbal, with ability to influence stakeholders.
• Ability to work effectively in a team environment.
• Foundational understanding of nCino product and/or software design components.
• Customer‑focused with a commitment to providing high‑quality support.
• nCino product training baseline or ability to obtain within first 6 months of employment.

• Applicable certifications such as Salesforce Administrator or Salesforce App Builder, or ability to obtain within first 6 months of employment.
• Experience with SaaS products and services, and/or CRM systems.
• Previous experience in a technical support role.
• Ability to support in other time frames.

$58,700.00 - $93,900.00

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…