Elevated Services Engineer
Intercontinental Exchange2 months ago
Responsibilities
- Resolve complex production issues through escalation management, root cause analysis, system testing, and knowledge transfer.
- Serve as the primary escalation point and trusted technical advisor for correspondent lending clients.
- Guide clients on ICE Mortgage Technology products, services, APIs, integrations, adoption, and transformation initiatives.
- Support correspondent loan purchase, delivery, delegated and non-delegated models, and third-party originator workflows.
- Optimize and troubleshoot Encompass workflows, forms, fields, business rules, milestones, eFolder organization, and custom input forms.
- Identify and resolve UI, API, data mapping, data integrity, and performance issues across environments.
- Lead workflow optimization discussions to improve funding turn times and investor delivery accuracy.
- Build partnerships with client stakeholders and internal ICE teams, mentor junior team members, and improve service quality and processes.
Requirements
- A bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- At least 7 years of experience supporting enterprise SaaS or mortgage technology clients, including 3–5+ years of correspondent lending exposure.
- At least 5 years of hands-on Encompass experience at the administrator or advanced-user level.
- Experience in roles such as Encompass Administrator, Consultant, Technical Support Engineer, or equivalent.
- Deep knowledge of the mortgage loan lifecycle, correspondent lending models, investor guidelines, purchase conditions, and suspense clearing.
- Advanced Encompass configuration knowledge, including forms, workflows, business rules, and custom input forms.
- Experience with eFolder, document management, HMDA, TRID, the Encompass Partner Ecosystem, APIs, REST services, SaaS platforms, AWS, Azure, SQL, and NoSQL databases.
- Working knowledge of JavaScript, Microsoft .NET, web-based application architectures, and diagnostic tools such as AppDynamics.
- Ability to advise executive-level stakeholders, communicate technical concepts in business language, manage priorities, and operate in high-pressure SLA-driven environments.
- Ability to travel up to 10%.
Benefits
- The role offers client-facing work with enterprise mortgage technology clients and requires travel of up to 10%.
Tech Stack
Categories
Solutions Engineering
About Intercontinental Exchange
ICE (NYSE: ICE) connects people to data, technology and expertise that create opportunity and inspire innovation. For terms of use, visit www.ice.com/privacy-security-center/terms-of-use