Associate Support Engineer

Key Responsibilities

• 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.
• Collaborate with support engineers on the team, technical support engineers and managers to manage customer accounts and resolve technical support issues.
• Follow standard practices in the documentation of customer interactions, issues, and resolutions in a customer relationship management (CRM) and/or ticketing system.
• Maintain a high level of customer satisfaction through effective communication and timely resolution of issues.
• Demonstrate basic knowledge of the nCino solution line.
• Monitor and respond to support tickets in a timely manner, ensuring service-level agreements (SLAs) are met.
• Aid team in providing feedback to product development teams based on customer interactions and recurring issues.
• Aid 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, driving innovation and smarter ways of working.
• Stay informed on AI advancements to drive continuous learning and scalable growth opportunities.

Qualifications

• 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 (desired).
• Previous experience in a technical support role (desired).
• Familiarity with common software and hardware troubleshooting techniques.