Associate Support Engineer

nCino; Wilmington (NC); On-site; USD 44,000 - 67,000; Full time

Benefits offered by this job

Employee Stock Purchase Plan

Medical, dental, vision coverage

Life and disability insurance

Retirement plan with company match

Paid time off

Employee Assistance Program

Job summary

nCino is seeking an Associate Support Engineer to be the first line of support for customers using our platform. You will resolve issues, build product fluency, and explain complex technical concepts clearly.

You'll work with experienced engineers and learn the ins and outs of the solution line, with opportunities to grow into broader technical roles and contribute to knowledge base and documentation.

Qualifications

• Undergraduate degree or equivalent experience.
• Strong problem-solving and attention to detail.
• Excellent written and verbal communication skills.
• Collaborative team player with a willingness to learn.

Responsibilities

• Resolve customer issues using knowledge articles and resources, escalating complex cases when needed.
• Collaborate with engineers and managers to manage accounts and resolve issues.
• Document customer interactions, issues, and resolutions in the CRM/ticketing system.
• Monitor and respond to support tickets within SLAs.
• Build a working knowledge of the nCino solution line and contribute to documentation.

Skills

Problem solving

Communication skills

Team collaboration

Willingness to learn

Technical support knowledge

Customer service mindset

Education

Undergraduate degree or equivalent experience

Tools

CRM system

Ticketing system

Knowledge base tooling

AI-assisted tooling

Job description

Curious Minds. Bold Ideas. Extraordinary Impact..

We're transforming financial services through bold innovation and relentless execution. You bring the ideas and drive. We'll build what's next — together.

As an Associate Support Engineer, you'll be the first line of support for customers navigating the nCino platform — solving problems, building product fluency, and learning how to explain complex technical concepts clearly. It's the kind of role that builds two things every technical career needs: deep product knowledge and the ability to translate hard problems into simple answers.

You’ll work alongside experienced Support Engineers and Technical Support Engineers, learning the ins and outs of our solution line while making a genuine difference for customers who’ll remember the person who unblocked them. As you grow, so does the opportunity — this role is a launchpad into a broader technical support career at nCino.

What You'll Do

• Resolve customer issues using knowledge articles and existing resources, escalating complex cases to Support Engineers when needed


• Collaborate with Support Engineers, Technical Support Engineers, and managers to manage customer accounts and resolve issues


• Document customer interactions, issues, and resolutions in our CRM/ticketing system


• Monitor and respond to support tickets in a timely manner, meeting SLAs


• Build and maintain a working knowledge of the nCino solution line


• Contribute to knowledge base articles and support documentation


• Share feedback from customer interactions with product development teams


• Use AI tools to streamline routine tasks, improve accuracy, and support smarter, faster resolutions


• Perform basic system administration tasks and participate in ongoing training

Ideally You'll Have

• An undergraduate degree in a related field, or equivalent experience


• Strong problem-solving skills and attention to detail


• Excellent written and verbal communication skills


• A collaborative approach to working within a team


• A working understanding of technical support principles and practices


• A willingness to learn and adapt to new technologies and processes

Nice to have: relevant certifications (e.g., financial industry or AWS), prior technical support experience, or familiarity with software/hardware troubleshooting.

In Return We're Offering

• Competitive base pay plus Employee Stock Purchase Plan


• Comprehensive benefits including medical, dental, and vision coverage


• Life and disability insurance


• Retirement savings plan with company contribution


• Paid time off and volunteer days


• Employee Assistance Program


• Real investment in your growth — this role is designed as a stepping stone into a broader technical support career

We're committed to building a team as diverse as the customers we serve, and we welcome applicants from all backgrounds and experiences.

Our Culture — Live the Six

• Have Fun – we build genuine connection, not just deadlines


• Make Someone's Day – customer success is personal to us


• Bring Your A-Game – we hold ourselves to a high bar


• Do the Right Thing – integrity guides every decision


• Respect Each Other – support and inclusion, always


• Be a Winner – we succeed as a team

The Base Salary Range For This Job Is $20.90 - $32.40 USD

The pay range for this role is based on relative market data and alignment with our compensation philosophy. The range displayed reflects the minimum and maximum of the pay range for each job posting, which is used to determine new hire rates/salaries and takes into consideration multiple factors including but not limited to knowledge, skills, abilities, proficiencies, experience, education, licensures/certifications, as well as business and organizational needs. nCino reserves the right to modify the posted range consistent with our internal practices and external market movement. The recruiter for this job posting can share more compensation details during the recruitment process, as base salary is only one component of the total compensation package per position posted.

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 addition to federal law requirements, nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

nCino is committed to the full inclusion of all qualified individuals. As part of this commitment, nCino will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at [e-mail].

Our commitment to inclusion and equality includes a strong belief that the diversity of our team is instrumental to our success. We strive to create workplaces where employees are empowered to bring their authentic selves to work.

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