Provide technical support to customers and other support personnel diagnosing, troubleshooting, repairing, and debugging nCino product issues
Respond primarily to complex technical issues
Apply nCino product knowledge to diagnose and troubleshoot complex technical issues
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
Configure complex product functions to meet the requirements of customers
Report design, reliability, and maintenance problems to internal stakeholders
Deploy customer feature upgrades, product installation, and training
Monitor and respond to support tickets in a timely manner
Provide exceptional support to customers/users
Apply knowledge centered methodology to create and maintain knowledge articles
Participate in training sessions to stay updated on latest product information
Contribute to project teams and other special assignments

Undergraduate degree in Computer Science, Information Technology, Engineering, or a related field or equivalent education
2+ years of professional experience
Exceptional problem-solving skills
Excellent communication skills, both written and verbal
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 microsoft sql
Experience with SaaS products and services, and/or CRM systems
Previous experience in a technical support role

Technical Support Specialist

Key skills