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

The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below. Shape the future of customer support by leading nCino's global Technical Support Engineering organization. You'll guide a distributed team of 100+ professionals while pioneering the adoption of AI-driven support solutions that fundamentally transform how customers experience technical assistance. This executive role blends strategic vision with technical expertise, positioning you to enhance support operations, build industry-leading support capabilities, and drive measurable improvements in customer satisfaction. You'll partner across Engineering, Product, and Sales to optimize support delivery while developing the next generation of support leaders. This is an opportunity to establish new standards for enterprise SaaS support delivery. Key Responsibilities Provide executive leadership for the global Technical Support Engineering organization across multiple solution lines, geographies, and customer segments, with direct influence on company-wide customer satisfaction and retention metrics.

Define and execute comprehensive support strategies that align with enterprise objectives, influencing product roadmaps, customer success initiatives, and overall business outcomes.

Lead the agentic journey for the support engineering team, both for our customer base and how the team operates internally

Continue proven case deflection strategies and expand into fully autonomous case resolution leveraging SearchUnify, Zendesk Gen AI, Anthropic and n8n tooling. This leader will be responsible for achieving 20% autonomous case resolution across solutions by the end of FY26

Lead enterprise-wide initiatives spanning Engineering, Product, Sales, and Customer Success organizations to drive systemic improvements in product reliability and customer experience.

Actively participate in the evolution of Release Source, State Provisioning and Sev Zero efficiencies

Maintain expert-level knowledge of all nCino solution lines, their interconnections, cloud infrastructure, and emerging technology trends that impact support delivery.

Drive adoption of advanced technologies (AI, machine learning, automation) to revolutionize support delivery models and proactively identify customer issues.

Manage multiple directors and senior managers, overseeing 100+ professional employees across technical support, escalation engineering, and support operations specializations.

Develop comprehensive talent acquisition, development, and retention strategies for technical support roles globally, including succession planning for critical positions.

Take ownership for global technical support P&L performance, budget accountability, and operational efficiency across all regions

Engage directly with executives at enterprise customers, serving as the primary escalation point for complex technical and relationship issues.

Participate in customer advisory boards and strategic planning sessions, using support insights to influence product direction and customer success strategies.

Own company-wide support metrics including CSAT, NPS, first-call resolution, and customer effort scores, with accountability for year-over-year improvement.

Drive large-scale organizational transformations and establish enterprise-grade processes for incident management, escalation handling, and knowledge management that serve as industry benchmarks.

Qualifications Required: Undergraduate degree required and 14+ years of professional experience including 8+ years in senior management roles with organization responsibility.

Proven ability to lead and develop organizations of 100+ employees, including management of managers and complex matrix organizations.

Deep expertise in enterprise SaaS platforms, cloud architectures, and complex B2B software solutions, with specific nCino solution mastery.

Demonstrated ability to develop and execute enterprise-level strategies with measurable business impact.

Exceptional ability to communicate complex technical concepts to executives, board members, and external stakeholders.

Experience managing large budgets with demonstrated ability to optimize ROI and make strategic investment decisions.

Experience leading global organizations across multiple time zones and cultural contexts.

Proven track record of leading large-scale organizational transformations and change management initiatives.

Position requires 25-35% travel to support global operations and technical customer engagements

Ability to operate effectively across multiple time zones for 24/7 support coverage

Desired: Master's degree in Engineering, Business Administration, or related field; MBA preferred.

Recognized thought leadership in customer support, technical operations, or SaaS industry.

5+ years in senior leadership roles within nCino, with deep understanding of company culture and strategic direction.

Relevant certifications in ITIL, Six Sigma, or other operational excellence frameworks.

Experience serving on advisory boards or industry committees.

Proven experience leading digital transformation initiatives in support or operations functions.

Core Competencies Builds effective teams - Building strong identity teams that apply their diverse skills and perspectives to achieve company goals

Drives Vision and Purpose - Painting a compelling picture of the vision and strategy that motivates others to action

Global Perspective - Taking a broad view when approaching issues, using a global lens.

Directs Work - Providing direction, delegating and removing obstacles to get work done

Cultivates Innovation - Creating new and better ways for the organization to be successful

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: $164,100.00 - $287,200.00 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. In 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 recruiting@ncino.com. 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.

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