Executive Director - Global Technical Support

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

 

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