Engineer, Elevated Client Services

Engineer, Elevated Client Services

Job Description

Job Purpose The Elevated Engineer is a client-facing technical advisor responsible for delivering, stabilizing, and optimizing Intercontinental Exchange (ICE) Mortgage Technology solutions for enterprise lending clients. Serving as a trusted partner, this role leverages Encompass expertise, strong relationships, and advanced troubleshooting skills.

The role combines hands-on execution with strategic advice, resolving complex production issues, leading cross-functional teams, and guiding clients through platform optimization, integrations, and transformation efforts across the mortgage loan lifecycle.

Responsibilities

• Drive resolution of complex production issues, including escalation management, root cause analysis, system testing, strategy facilitation, and knowledge transfer.

• Serve as the primary escalation point for high-impact and high-value client issues.

• Act as a trusted technical advisor across ICE Mortgage Technology products, services, APIs, and integrations.

• Guide and support clients through the adoption of new products, solutions, and transformational initiatives.

• Advise on ways to achieve optimal utilization.

• Oversee client service requests while acting as an escalation manager when necessary.

• Lead workflow optimization discussions to reduce funding turn times and improve investor delivery accuracy.

• Ensure clients are informed of new product features and help guide client implementation of roadmaps.

• Support configuration and troubleshoot Encompass workflows, forms, fields, business rules, milestones, and eFolder organization.

• Build strong partnerships with client stakeholders and internal ICE teams.

• Knowledge and Experience

• 5+ years of experience supporting enterprise SaaS or mortgage clients.

• 5+ years of hands-on Encompass experience.

• Background in roles such as Encompass Administrator, Consultant, Customer Support, or equivalent.

• Deep understanding of the loan lifecycle from origination through purchase and delivery.

• Demonstrated ability to act as a trusted advisor to executive-level stakeholders.

• Strong communication and presentation skills with the ability to translate technical concepts into business language.

• Excellent organization, prioritization, and project management skills.

• Strong ownership mindset with the ability to operate in high-pressure, SLA-driven environments.

• Collaborative team player with a continuous improvement approach.

• Preferred Knowledge and Experience

• Education and Other Requirements

• Bachelor’s degree in computer science, Information Technology, or related discipline; equivalent professional experience will also be considered.

• Ability to travel up to 10%.

• Technical and Integration Skills

• 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, Splunk, etc.

• AI and Analytics

• Experience applying AI, analytics, or automation to identify trends, reduce defects, improve funding and delivery performance, or proactively detect production risk.

• Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.