Engineer, Premier Technical Support
Intercontinental Exchange · Jacksonville, FL, US
About this role
## Job Purpose The **Elevated Engineer** is a client-facing technical advisor who delivers, stabilizes, and optimizes **ICE Mortgage Technology** solutions for enterprise lending clients. You’ll combine hands-on **Encompass** expertise with strategic guidance to resolve complex production issues and help clients optimize their platform, integrations, and workflows across the loan lifecycle—especially for **correspondence loan purchase, delivery, and investor compliance**. ## Responsibilities - Lead 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 correspondent clients** - Advise clients on **ICE Mortgage Technology products, APIs, and integrations**; guide new product adoption and transformation initiatives - Support correspondent workflows, including **loan purchase and delivery**, **delegated and non-delegated models**, and **third-party originator (TPO)** interactions - Optimize workflows to **reduce funding turn times** and improve **investor delivery accuracy** - Configure and troubleshoot **Encompass**: forms, fields, business rules, milestones, and **eFolder** organization - Resolve data mapping issues related to **MISMO/XML**, **ULI**, loan terms, fees, and investor delivery requirements - Diagnose **UI, API, data integrity, and performance** issues across environments - Build strong partnerships with client stakeholders and internal ICE teams; mentor junior team members and contribute to service quality/process improvements ## Knowledge & Experience - Bachelor’s degree in computer science, information technology, or related field (or equivalent experience) - **7+ years** supporting enterprise SaaS or mortgage technology clients, including **3–5+ years** with **correspondent lending** exposure - **5+ years** hands-on **Encompass** experience as an administrator, consultant, support engineer, or advanced user - Strong Encompass configuration skills (forms, workflows, business rules, custom input forms) - Strong knowledge of the loan lifecycle from **origination through purchase and delivery** - Experience with **eFolder**, document management, compliance tools (**HMDA, TRID**), and the **Encompass Partner Ecosystem** - Proven ability to advise executive stakeholders and translate technical concepts into business language - Strong prioritization and project management skills; ownership mindset in **high-pressure, SLA-driven** environments - Collaborative team player with a continuous improvement approach ## Preferred Knowledge & Experience - Correspondent lending: **delegated/non-delegated models**, investor guidelines, purchase conditions, suspense clearing, and investor delivery systems - Technical: **APIs/REST**, **AWS or Azure**, **SQL/NoSQL**, **JavaScript**, **Microsoft .NET**, monitoring tools (e.g., **AppDynamics**) - Applying analytics/automation to identify trends, reduce defects, improve funding/delivery performance, or detect production risk early ## Other Requirements - Ability to travel up to **10%** *#LI-SF1* --- **Equal Opportunity Employer:** Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
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