• Resolve customer issues using existing resources, like Knowledge Article, on first contact or escalate to Support Engineers • Assist in providing basic support and troubleshooting for clients, escalating complex issues to technical support engineers as needed • Collaborate with support engineers on the team, technical support engineers and managers to manage customer accounts and resolve technical support issues • Follow standard practices in the documentation of customer interactions, issues, and resolutions in a customer relationship management (CRM) and/or ticketing system • Maintain a high level of customer satisfaction through effective communication and timely resolution of issues • Demonstrate basic knowledge of the nCino solution line • Monitor and respond to support tickets in a timely manner, ensuring service-level agreements (SLAs) are met • Assist team in providing feedback to product development teams based on customer interactions and recurring issues • Assist in the creation and maintenance of knowledge base articles and support documentation • Perform basic system administration tasks as required • Participate in training sessions to stay updated on the latest technologies and support practices • Leverage AI tools and techniques to enhance work efficiency and optimize business operations by automating routine tasks to improve accuracy, save time, and minimize errors • Utilize AI-driven insights to refine decision-making, elevate customer experience, and boost team productivity while ensuring its application provides measurable value, driving innovation and smarter ways of working • Stay informed on AI advancements to drive continuous learning and scalable growth opportunities

• Provide basic technical support and troubleshooting to customers, ensuring a high level of customer satisfaction. • Collaborate with senior support engineers and managers to handle customer accounts and resolve technical issues efficiently. • Resolve customer issues using existing resources, like Knowledge Article, on first contact or escalate to Support Engineers. • Assist in providing basic support and troubleshooting for clients, escalating complex issues to technical support engineers as needed. • Follow standard practices in the documentation of customer interactions, issues, and resolutions in a customer relationship management (CRM) and/or ticketing system. • Monitor and respond to support tickets in a timely manner, ensuring service-level agreements (SLAs) are met. • Assist team in providing feedback to product development teams based on customer interactions and recurring issues. • Assist in the creation and maintenance of knowledge base articles and support documentation. • Perform basic system administration tasks as required. • Participate in training sessions to stay updated on the latest technologies and support practices. • Leverage AI tools and techniques to enhance work efficiency and optimize business operations by automating routine tasks to improve accuracy, save time, and minimize errors. • Utilize AI-driven insights to refine decision-making, elevate customer experience, and boost team productivity while ensuring its application provides measurable value.

• Receiving & processing requests per alerts & calls, within the defined SLA. • Clarification of the incoming request with the Customers, ticket creation, and routing of the ticket to L2 Engineer. • Timely reaction to calls and alerts. • Following support procedures and participation in procedures improvement. • Acknowledging alerts from the OpsGenie. • Creating tickets. • Implementing fixes of L1/L2 level according to pre-defined procedures.

• Perform callflow minor updates and upgrades • Resolve clients' issues in a timely manner • Clarify incoming requests with customers • Create and route tickets to L2 Engineer • React to call alerts promptly • Follow support procedures • Acknowledge alerts from OpsGenie • Implement fixes of L1/L2 level according to procedures