Associate Manager - Support Engineering

September 24

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nCino, Inc.

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Cloud Banking Software • Bank Operating System • Banking Regulation and Compliance • Loan Origination

1001 - 5000

Description

• Lead a group of high-performing Support Engineers • Ensure staff utilization is aligned proportionally to customers in portfolio • Serve as the primary escalation point for all customer escalated issues in portfolio • Drive continuous improvement of Support Engineering processes and tools • Manage backlog for all customer cases in portfolio with a focus on SLA compliance and customer satisfaction

Requirements

• Bachelor’s degree or equivalent experience preferred • 4+ years functional experience, or combination of experience, education, and extraordinary performance • Proven success as a coach and mentor of technical staff • Demonstrated dedication to customer service, customer satisfaction, and quality technical case work • Ability to motivate yourself and others, prioritize your own work, and adapt and thrive in a dynamic team environment • Excellent problem solving, decision-making, and interpersonal skills • Excellent verbal and written communication skills for technical and non-technical audiences