Senior Manager – Technical Support Engineering, EMEA

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.

• 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.

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.

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.

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.