nCino, Inc.

Associate Support Engineer – 2

nCino, Inc.

full-time

Posted on:

Location Type: Remote

Location: South Africa

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Tech Stack

AWS

About the role

  • Provide basic technical support and troubleshooting to customers, ensuring a high level of customer satisfaction.
  • Collaborate with senior support engineers and managers to handle customer accounts and resolve technical issues efficiently.
  • Resolve customer issues using existing resources, like Knowledge Article, on first contact or escalate to Support Engineers.
  • Assist in providing basic support and troubleshooting for clients, escalating complex issues to technical support engineers as needed.
  • Follow standard practices in the documentation of customer interactions, issues, and resolutions in a customer relationship management (CRM) and/or ticketing system.
  • Monitor and respond to support tickets in a timely manner, ensuring service-level agreements (SLAs) are met.
  • Assist team in providing feedback to product development teams based on customer interactions and recurring issues.
  • Assist in the creation and maintenance of knowledge base articles and support documentation.
  • Perform basic system administration tasks as required.
  • Participate in training sessions to stay updated on the latest technologies and support practices.
  • 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 its application provides measurable value.

Requirements

  • Undergraduate degree in a related field or equivalent education and experience.
  • Strong problem-solving skills and attention to detail.
  • Excellent communication skills, both written and verbal.
  • 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.
  • Applicable certifications such as financial industry or AWS certifications.
  • Previous experience in a technical support role.
  • Familiarity with common software and hardware troubleshooting techniques.
  • Ability to support in other timeframes.
Benefits
  • 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.
  • nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
  • nCino is committed to the full inclusion of all qualified individuals.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingsystem administrationknowledge base maintenanceticketing systemCRMAI toolssoftware troubleshootinghardware troubleshootingproblem-solving
Soft Skills
customer satisfactioncommunicationcollaborationattention to detailwillingness to learnadaptabilityteamworkfeedback provisiontime managementdecision-making
Certifications
undergraduate degreefinancial industry certificationAWS certification