Associate Manager – Technical Support Engineering

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Lead a team of Support and/or Technical Support Engineers and specialists dedicated to technical support, configuration, and performance optimization within these solution lines.

• Suggest best practices for incident management, change management, and ongoing improvement to boost team performance and enhance customer satisfaction related to support engineering.

• Have a comprehensive understanding of nCino solution lines, including their architecture, integration points, and typical issues.

• Utilize technical and administrative knowledge to optimize the abilities of support engineers, ensuring effective resource management and cost-efficient solutions.

• Implement business plans and operational policies that affect the direct support engineering team.

• Advise on actions and regularly use discretion regarding key nCino Solution Line processes that influence the team's capacity to meet service level agreements (SLAs) and customer satisfaction targets.

• Direct daily operations by establishing tactical objectives and guiding management influence.

• Enhance process efficiencies in alignment with objectives set forth by management.

• Support and empower the daily functions of support engineers.

• Delegate work tasks, ensure accuracy, and set deadlines for task completion.

• Offer technical guidance and troubleshooting expertise to resolve challenging Support Engineering issues.

• Facilitate training, professional growth, and personal development for Support and/or Technical Support Engineers.

• May allocate a small portion of time to perform team tasks, such as addressing escalated support tickets or conducting root cause analysis.

• Start engaging with internal management and senior representatives of external customers.

• Lead technical briefings concerning the functions of the support organization.

• Build relationships across various teams and enhance connections within the department.

• Serve as a coach, providing guidance based on defining and refining team outcomes to align with the current needs of nCino.

• May be responsible for managing a budget at the team level.

• Utilize AI tools and techniques to improve work efficiency and optimize business operations by automating routine tasks to enhance accuracy, save time, and reduce errors.

• Use AI-driven insights to refine decision-making, elevate customer experience, and enhance team productivity, ensuring that its application delivers measurable value and fosters innovation and smarter working methods.

• Stay updated on AI advancements to promote continuous learning and scalable growth opportunities.

⛳️ Requirements

• Bachelor's degree with 6+ years of professional experience and at least 1 year of management experience (or equivalent experience).

• Strong leadership and team management skills with both remote and in-office employees.

• Excellent problem-solving skills and technical expertise.

• Outstanding communication and interpersonal abilities.

• Basic knowledge of project management.

• Capability to work efficiently in a fast-paced, dynamic environment.

• Experience in data analysis and presenting insights to senior management.

🏝️ Benefits

• Health insurance.

• Professional development opportunities.