Senior Manager of Technical Support Engineering (EMEA)

Requirements

• 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
• (Desirable) Master’s degree or relevant professional accreditation
• (Desirable) ITIL Foundation (or higher) certification
• (Desirable) Salesforce Administrator or App Builder certification
• (Desirable) AWS or other applicable industry certifications
• (Desirable) Experience with cloud-based and SaaS environments
• (Desirable) Prior experience in a support or implementation role within financial services technology, with exposure to commercial lending, mortgage origination, CLM, or KYB/KYC platforms

If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino.

What the job involves

• 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.
• Set clear expectations that Support Managers hold their teams accountable to agreed targets; escalations to this role should be reserved for matters requiring commercial judgement or senior stakeholder involvement.
• 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.
• Empower Support Managers to manage out-of-hours staffing, ensuring leaders balance team wellbeing with SLA commitments across their areas.
• 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.
• Where issues carry significant commercial or reputational risk, take direct ownership of communications and resolution — modelling the standard of escalation management you expect your leaders to replicate.
• 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 — driving measurable improvement in team performance and customer satisfaction.
• Develop and implement strategic initiatives to enhance the effectiveness and efficiency of the Support Engineering function, including actively coaching and elevating managers within the team, embedding a culture of continuous improvement, and leveraging data and analytics to drive better support processes and customer satisfaction.
• Drive the leadership capability of your Support Managers, equipping them to develop their engineers, manage performance, and make sound operational decisions independently.
• Build structured development pathways for managers and individual contributors alike, identify future leadership talent early, and continuously evolve the team’s skills, structure, and operating model to meet changing customer and organisational demands.
• 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 and contributing to broader departmental direction.
• 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, and lead cross-functional projects aimed at improving product reliability, customer experience, and support delivery.
• Foster a culture of innovation, encouraging adoption of new technologies and methodologies, and inspiring blameless retrospectives that constructively challenge existing practices.
• Leverage AI tools and techniques to automate routine tasks, refine decision-making, and elevate both customer experience and team productivity — staying current on AI advancements to drive continuous, scalable improvement.
• Build and maintain strong relationships with internal stakeholders and external customer representatives, conducting technically credible briefings across support engineering functions.
• Manage a multi-disciplinary team of managers and engineers, setting clear priorities, timeframes, and development goals — with a focus on hiring, developing, and retaining top talent.