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- Tasks: Lead a dynamic team to deliver exceptional technical support and drive customer satisfaction.
- Company: Join nCino, a leader in cloud banking with a vibrant culture.
- Benefits: Enjoy flexible working hours, competitive pay, and opportunities for professional growth.
- Why this job: Shape the future of customer support in a fast-paced, innovative environment.
- Qualifications: 10+ years of experience, including leadership in tech support roles.
- Other info: Be part of a diverse team that values inclusion and personal authenticity.
The predicted salary is between 80000 - 100000 £ per year.
nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking. This is a newly created leadership role, bringing together nCino’s Support Services across our full product suite — Commercial and Corporate Lending, Mortgage Lending, Smart Solutions, CLM, and AI & Integrations.
As Senior Manager, you will lead a high-performing team of Support Managers and Technical Engineers, driving exceptional customer outcomes across all nCino solution lines. You will own customer satisfaction, set the standard for technical issue resolution, and champion continuous improvement across support processes and practices. This role demands technical depth, people leadership, and strategic vision — and offers a genuine opportunity to shape how nCino supports its EMEA customers at scale.
Key Responsibilities- Maintain deep knowledge of nCino’s solution lines, including architecture, integration points, and common technical issues, applying this expertise to coach the team, resolve complex escalations, and optimise support processes.
- Maintain a comprehensive understanding of each customer’s contractual obligations — including SLAs, support entitlements, response/resolution targets, and service tiers (e.g. Platinum Support) — ensuring this knowledge is current, documented, and accessible across the team.
- Proactively translate contractual commitments into operational practice, adapting support processes, prioritisation, and workflows to reflect account-specific obligations, and holding regular performance reviews to ensure ongoing compliance and flag risk before it materialises.
- Own the strategy and governance of 24x7 support coverage for EMEA customers, developing and owning follow-the-sun handoff processes to ensure seamless coverage continuity for around-the-clock issues.
- Act as the ultimate escalation point for complex or high-impact customer issues, whilst coaching your Support Managers to handle the majority of escalations autonomously.
- Own incident governance across the function, including SEV-1 and SEV-2 escalations, structured root cause analysis, post-incident reviews, and ITIL-aligned process governance.
- Develop and implement strategic initiatives to enhance the effectiveness and efficiency of the Support Engineering function.
- Drive the leadership capability of your Support Managers, equipping them to develop their engineers, manage performance, and make sound operational decisions independently.
- Manage team-level budgets, ensuring efficient resource allocation and cost-effective service delivery.
- Establish standards and policies that span multiple teams, independently determining the operational approach for daily team management.
- Communicate business plans and objectives clearly, ensuring the team is aligned to organisational goals and strategic priorities.
- Collaborate with senior leadership to align support strategy with broader business objectives.
- Foster a culture of innovation, encouraging adoption of new technologies and methodologies.
- Leverage AI tools and techniques to automate routine tasks, refine decision-making, and elevate both customer experience and team productivity.
- Build and maintain strong relationships with internal stakeholders and external customer representatives.
- Manage a multi-disciplinary team of managers and engineers, setting clear priorities, timeframes, and development goals.
- Undergraduate degree and 10+ years of professional experience, including 4+ years in a management role (or equivalent).
- Strong technical knowledge of nCino solution lines and related technologies.
- Knowledge of KYB/KYC data structures.
- Proven ability to lead and develop high-performing teams.
- Excellent problem-solving, communication, and interpersonal skills.
- Experience with budget management and strategic planning.
- Ability to operate effectively in a fast-paced, dynamic environment.
- Experience managing managers.
- Track record of hiring, developing, and retaining top talent.
- Master’s degree or relevant professional accreditation.
- ITIL Foundation (or higher) certification.
- Salesforce Administrator or App Builder certification.
- AWS or other applicable industry certifications.
- Experience with cloud-based and SaaS environments.
- Prior experience in a support or implementation role within financial services technology.
If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino.
Senior Manager – Technical Support Engineering, EMEA in London employer: nCino, Inc.
Contact Detail:
nCino, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager – Technical Support Engineering, EMEA in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its products inside out. We want you to be able to discuss how your experience aligns with their needs, especially in technical support engineering. Show them you’re not just another candidate, but the perfect fit!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your answers and boost your confidence. We can’t stress enough how important it is to articulate your thoughts clearly and effectively during the real deal.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in keeping you top of mind. We recommend mentioning something specific from your conversation to show you were engaged and genuinely interested.
We think you need these skills to ace Senior Manager – Technical Support Engineering, EMEA in London
Some tips for your application 🫡
Know Your Stuff: Before you start writing your application, make sure you understand the role inside out. Familiarise yourself with nCino’s solution lines and the key responsibilities of the Senior Manager position. This will help you tailor your application to show how your experience aligns with what we’re looking for.
Showcase Your Leadership Skills: As a Senior Manager, you'll need to demonstrate your ability to lead high-performing teams. Use your application to highlight specific examples of how you've successfully managed teams in the past, focusing on your problem-solving skills and how you've driven customer satisfaction.
Be Clear and Concise: When writing your application, keep it clear and to the point. Avoid jargon and ensure your language is straightforward. We appreciate applications that are easy to read and get straight to the heart of your qualifications and experiences.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at nCino, Inc.
✨Know Your Stuff
Make sure you have a solid understanding of nCino’s solution lines and the technical aspects related to them. Brush up on common issues and how they’re resolved, as this will show your depth of knowledge and ability to lead a team effectively.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing teams and driving performance. Be ready to discuss how you've developed talent in the past and how you plan to empower your Support Managers to excel in their roles.
✨Understand Customer Commitments
Familiarise yourself with the contractual obligations and SLAs relevant to the role. Being able to articulate how you would ensure compliance and manage customer expectations will demonstrate your strategic vision and operational acumen.
✨Emphasise Continuous Improvement
Think about ways you can enhance support processes and team performance. Be prepared to share ideas on leveraging data and analytics for better decision-making, as well as how you would foster a culture of innovation within the team.