Engineer, Elevated Client Services
Intercontinental Exchange2 months ago
Base Salary
$75k - $130k/yr
Responsibilities
- Resolve complex production issues through escalation management, root cause analysis, system testing, strategy facilitation, and knowledge transfer.
- Serve as the primary escalation point and trusted technical advisor for high-impact enterprise client issues.
- Guide clients through product adoption, integrations, transformational initiatives, and roadmap implementation.
- Configure and troubleshoot Encompass workflows, forms, fields, business rules, milestones, and eFolder organization.
- Lead workflow optimization discussions to reduce funding times and improve investor delivery accuracy.
- Oversee client service requests, communicate new product features, and coordinate with client stakeholders and internal ICE teams.
Requirements
- At least 5 years of experience supporting enterprise SaaS or mortgage clients.
- At least 5 years of hands-on Encompass experience, with experience as an Encompass Administrator, Consultant, Customer Support professional, or equivalent.
- Deep understanding of the mortgage loan lifecycle from origination through purchase and delivery.
- Demonstrated ability to advise executive-level stakeholders and translate technical concepts into business language.
- Strong communication, presentation, organization, prioritization, project management, ownership, and collaboration skills.
- Bachelor’s degree in computer science, information technology, or a related discipline, or equivalent professional experience.
- Experience with APIs, REST services, SaaS platforms, AWS, Azure, and SQL databases.
- Working knowledge of JavaScript, Microsoft .NET, and web-based application architectures.
- Familiarity with performance monitoring and diagnostic tools such as Grafana and Splunk.
- Experience applying AI, analytics, or automation to identify trends, reduce defects, improve funding and delivery performance, or detect production risk.
Benefits
- Remote role with the ability to travel up to 10%.
- Base salary range of $75,000-$130,000 USD, excluding incentive compensation.
- Eligible full-time employees receive medical, dental, and vision coverage, a 401(k) plan, life insurance, time off, and paid leave for qualifying circumstances.
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.