Engineer, Elevated Client Services
Intercontinental Exchange5 days 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
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