Engineer, Premier Technical Support
Intercontinental Exchange1 day ago
Responsibilities
- Lead resolution of complex production issues through escalation management, root cause analysis, system testing, strategy facilitation, and knowledge transfer.
- Serve as the primary escalation point for high-impact correspondent clients.
- Advise clients on ICE Mortgage Technology products, APIs, and integrations and support product adoption and transformation initiatives.
- Support correspondent lending workflows involving loan purchase and delivery, delegated and non-delegated models, and third-party originator interactions.
- Optimize workflows to reduce funding turnaround times and improve investor delivery accuracy.
- Configure and troubleshoot Encompass forms, fields, business rules, milestones, and eFolder organization.
- Resolve data mapping issues involving MISMO/XML, ULI, loan terms, fees, and investor delivery requirements.
- Diagnose UI, API, data integrity, and performance issues across environments.
- Build partnerships with client stakeholders and internal ICE teams, mentor junior team members, and contribute to service quality and process improvements.
- Apply analytics or automation to identify trends, reduce defects, improve funding and delivery performance, or detect production risk early.
- Travel up to 10%.
Requirements
- Bachelor’s degree in computer science, information technology, or a related field, or equivalent experience.
- At least 7 years supporting enterprise SaaS or mortgage technology clients, including 3–5+ years of correspondent lending exposure.
- At least 5 years of hands-on Encompass experience as an administrator, consultant, support engineer, or advanced user.
- Advanced Encompass configuration skills covering forms, workflows, business rules, and custom input forms.
- Strong knowledge of the loan lifecycle from origination through purchase and delivery.
- Experience with eFolder, document management, HMDA, TRID, and the Encompass Partner Ecosystem.
- Experience with APIs and REST services, AWS or Azure, SQL, NoSQL databases, JavaScript, Microsoft .NET, and monitoring tools such as AppDynamics.
- Knowledge of correspondent lending delegated and non-delegated models, investor guidelines, purchase conditions, suspense clearing, and investor delivery systems is preferred.
- Ability to advise executive stakeholders and translate technical concepts into business language.
- Strong prioritization, organization, project management, collaboration, and ownership skills in high-pressure, SLA-driven environments.
- A continuous improvement approach is preferred.
Tech Stack
Categories
Solutions Engineering
About Intercontinental Exchange
Intercontinental Exchange operates global exchanges and clearing houses, offers fixed income and commodities trading platforms, and sells market data, listings, and mortgage technology to financial institutions and lenders. Its revenue comes from transaction and clearing fees, data subscriptions, listings, and software. Founded in 2000 and headquartered in Atlanta, it owns the New York Stock Exchange and ICE Mortgage Technology, and is publicly traded on the NYSE under the ticker ICE.