Senior Manager – Technical Support Engineering, EMEA

nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.

• Maintain deep knowledge of nCinos 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 customers 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 teams 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.

• 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.

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

The pay range for this role is based on relative market data and alignment with our compensation philosophy. The range displayed reflects the minimum and maximum of the pay range for each job posting which is used to determine new hire rates/salaries and takes into consideration multiple factors including but not limited to knowledge skills abilities proficiencies experience education licensures/certifications as well as business and organizational needs. nCino reserves the right to modify the posted range consistent with our internal practices and external market movement. The recruiter for this job posting can share more compensation details during the recruitment process as base salary is only one component of the total compensation package per position posted.

The base salary range for this job is:

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 addition to federal law requirements nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

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. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact us at .

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.