Client Tech Support Engineer - SaaS & APIs

Intercontinental Exchange; Jacksonville (FL); On-site; USD 55,000 - 85,000; Full time

Job summary

Intercontinental Exchange is seeking a Client Support Specialist to serve as a front-line technical resource for ICE Mortgage Technology products, assisting clients with installation, configuration, and use, and escalating to backline engineers as needed.

The role emphasizes resolving issues, driving service level attainment, and maintaining thorough documentation in the CRM system while coordinating with product and engineering teams.

Qualifications

• 3 years’ experience in a customer-facing technical support role or 1 year experience and a bachelor’s degree or equivalent.
• Demonstrated competency in Microsoft Windows, Microsoft Office, REST APIs, SQL Server, Relational Databases, SaaS browser-based applications, JavaScript or Python, HTML, CSS.
• PC basic setup, hardware troubleshooting & understanding of software/hardware compatibility.
• Experience working in a SaaS environment; familiarity with writing/executing SQL queries and MS SQL Server.
• Familiar with client/server architecture and network troubleshooting tools (Telnet, Traceroute, Ping).
• Ability to read and troubleshoot JavaScript or Python; familiar with Splunk or log analyzers.

Responsibilities

• Leverage technical expertise to assist clients in the use of ICE Mortgage Technology software solutions.
• Resolve problems in a timely manner with minimal assistance for 85% of cases.
• Drive service level attainment to departmental standards.
• Strive for first-call resolution while balancing completeness of resolution and service quality.
• Document details of all client interactions in CRM system.

Skills

Windows OS

SQL Server

Relational Databases

REST APIs

SaaS Applications

JavaScript

Python

HTML/CSS

Splunk

Problem Solving

Education

Bachelor's degree or equivalent

Tools

CRM software

Job description

Intercontinental Exchange is seeking a Client Support Specialist to serve as a front-line technical resource for ICE Mortgage Technology products, assisting clients with installation, configuration, and use, and escalating to backline engineers as needed.

The role emphasizes resolving issues, driving service level attainment, and maintaining thorough documentation in the CRM system while coordinating with product and engineering teams.