nCino/Salesforce Production Support (Senior)

About the Role

This is a 12+ month contract role for a Large Banking Client, serving as an escalation layer between Tier 2 Support and Product Development. The team currently consists of two members and acts as a liaison between business users and product/development teams.

Locations: Chandler, AZ / Charlotte, NC / Irving, TX (Hybrid - 3 days onsite, 2 remote).

Responsibilities

• Perform root cause analysis on complex issues and determine the appropriate path forward.
• Investigate advanced change scenarios and analyze impacts across the platform.
• Determine whether issues require a one-time data correction, process change, workaround, or development enhancement.
• Provide user training guidance and create documented workarounds.
• Handle advanced data updates and troubleshooting requests.
• Reproduce issues in lower environments to validate and confirm reported problems.
• Identify known issues and escalate confirmed defects to the development team.
• Help users understand complex problems and provide guidance during high-stress situations.
• Analyze whether issues should be routed to another support team or added to the product development backlog.

Requirements

• Strong nCino experience is non-negotiable due to the team's need to quickly onboard new hires.
• Experience with Salesforce backend functionality is highly preferred.
• Familiarity with SOQL is preferred; SQL experience is also acceptable as the concepts transfer easily.
• Ability to query data, analyze results, and identify root causes.
• Strong understanding of Salesforce objects and data structures.
• Experience with enterprise-level implementations, platform buildouts, system design, testing, or technical configuration.
• Background as an nCino Administrator, Business Analyst, System Administrator, or other hands-on technical nCino role is ideal.

Ideal Background

• Candidates with deep nCino product knowledge and hands-on platform experience.
• Experience supporting, configuring, implementing, testing, or administering nCino solutions.
• Individuals with both technical aptitude and banking domain knowledge.
• Credit or commercial lending backgrounds combined with Salesforce/nCino technical experience are highly attractive.
• Understanding of regulatory and compliance requirements within banking.
• Experience communicating with bankers and internal business stakeholders.

Skills

• Strong customer-facing communication and relationship management skills.
• Ability to distill complex technical issues into simple business language.
• Strong analytical mindset with the ability to "read between the lines" when reviewing data.
• Excellent bedside manner when supporting frustrated users.
• Ability to explain technical concepts to bankers and other non-technical audiences.

Red Flags

• Candidates who use AI or Generative AI as buzzwords without being able to discuss meaningful hands-on experience.
• Candidates whose experience is limited to basic ticket handling with little technical depth.
• Candidates who only have end-user nCino exposure without deeper platform knowledge.

Yellow Flags

• nCino experience alone does not guarantee technical competency.
• Many candidates struggle to explain which specific nCino product offerings they worked with or supported.
• Additional probing is needed to validate the depth of their nCino expertise.

Notable Candidate Profile

One successful team member came from a regional bank where she served as the primary system administrator. She had followed nCino's evolution since the company's early years and brought exceptional product knowledge, making her more of an exception than the norm.

Benefits

• Supplemental benefits including medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP) and a 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for consultants and access to a certified Career Coach.