As a Developer Support Engineer, you will be part of a high-performing team focused on solving complex technical problems and providing excellent customer service to Financial Institutions who are leveraging the nCino Bank Operating System. You will collaborate with the Support Engineering team to assist with advanced troubleshooting of the platform with a focus on integrations. You will be responsible for providing excellent customer service to Financial Institutions who are leveraging the nCino Bank Operating System and our Informatica integration. You will be responsible for triaging any customer reported error messages, questions, daily task configuration changes, and bundle upgrades. You will also be responsible for learning the nCino Bank Operating System, general banking knowledge, becoming a certified Salesforce Administrator, and becoming a certified Informatica Cloud Data Integration Specialist.

Responsibilities

• Perform advanced troubleshooting to replicate and resolve complex customer platform issues
• Be a great teammate – Provide tier 3 support for integrations, mentor Support Engineers, and create and deliver training and documentation to enable our team and customers.
• Analyze customer business processes and solution with platform functionality
• Deliver excellence in customer service by resolving cases with quality, efficiency, and high customer satisfaction
• Determine defects, delegating solutions and hold recurring calls with impacted customers for high quantity single integration issues.
• Learn the nCino Bank Operating System and understand the business domain, data model, and design of the code base for nCino integrations
• Become Salesforce.com certified with at least two certifications (minimum requirements: 1 Salesforce and 1 Informatica), and obtain advanced banking knowledge
• Continually deepen your knowledge of the craft of coding and frameworks used by nCino
• Apply Knowledge Centered Service methodology to contribute to integration documentation
• Work closely with customers to understand their data & integrations requirements
• Assist customers through case work by troubleshooting core batch issues that require code review and integration performance and maintenance needs
• Work independently and prioritize time and projects appropriately
• Think out of the box to come up with solutions to customer issues

Qualifications

Required:

• Bachelor’s degree in Computer Science or related field with 2+ years’ experience or combination experience & superior performance
• Strong understanding of OOP concepts and proficiency in at least one of the following languages: Java, C#, C++, Apex, PHP, Ruby, Scala, Python
• Demonstrated dedication to customer service, customer satisfaction, and quality technical case work
• Excellent problem solving, decision-making, and interpersonal skills
• Excellent verbal and written communication skills for technical and non-technical audiences

Desired:

• Knowledge of Salesforce
• SQL/SOQL or related Database Experience
• Certified Salesforce Administrator and/or Certified App Builder
• Advanced Salesforce Certification (Developer and/or Architect)
• Experience with the Salesforce Platform, particularly supporting managed packages
• Experience with API debugging