Support Engineer needed at nCino

Job Expired
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Job title : Support Engineer

Job Location : Gauteng, Johannesburg

Deadline : July 14, 2024

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  • Learn the nCino Bank Operating System, become certified with at least two certifications, and obtain general banking knowledge
  • Serve as Primary Support Engineer for one or more customers and hold weekly case calls
  • Communicate regularly with your customers via case, email and phone to ensure satisfaction with the nCino product
  • Analyse customer business processes and solution based on platform functionality
  • Research, troubleshoot, replicate and resolve customer reported error messages, questions, and configuration enhancements
  • Implement new features, feature enhancements, and major/minor releases in customer environments
  • Deliver excellence in customer service by resolving cases with quality, efficiency, and high customer satisfaction
  • Continuously meet and exceed your customer’s SLAs for case response, customer communication, and resolution time
  • Apply Knowledge Centered Service methodology to capture, structure, reuse and improve articles as part of case management process
  • Consult with the customer on nCino Gold Standards for feature implementation, usage and optimization
  • Collaborate with Product Development, Data Services and Customer Success Managers when necessary
  • Team members will be required to participate in the on-call rotation



  • Bachelor’s degree or equivalent experience preferred
  • 2+ years functional experience, or combination of experience, education
  • Demonstrated dedication to customer service, customer satisfaction, and quality technical case work
  • Excellent problem solving, decision-making, and interpersonal skills
  • Excellent verbal and written communication skills for technical and non-technical audiences


  • Knowledge of Salesforce
  • SQL/SOQL or related Database Experience
  • Certified Salesforce Administrator and/or Certified App Builder
  • Bachelor’s degree in information systems/computer science/ information technology or Related Field
  • Experience with the Salesforce Platform, particularly supporting managed packages.

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