Elevated Services Engineer

ICE; Jacksonville (FL); On-site; USD 140,000 - 210,000; Full time

Job summary

Intercontinental Exchange, Inc. in Jacksonville seeks a Principal Elevated Engineer to serve as a client-facing technical advisor, delivering, stabilizing, and optimizing ICE Mortgage Technology solutions for enterprise lending clients.

You will lead cross-functional teams, guide platform optimization, and support Encompass configurations and integrations across the loan lifecycle. You will mentor junior engineers, drive complex production issue resolution, and advocate for process improvements

Qualifications

• Bachelor's degree in CS/IT or related field or equivalent experience.
• 7+ years of experience supporting enterprise SaaS or mortgage technology clients including 3–5+ years with correspondent lending exposure.
• 5+ years of hands-on Encompass experience (administrator and/or advanced user).
• 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.

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 correspondent 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.
• Support correspondent-specific workflows, including loan purchase and delivery, delegated and non-delegated models, and third-party originator (TPO) interactions.
• Lead workflow optimization discussions to reduce funding turn times and improve investor delivery accuracy.
• Support configuration and troubleshoot Encompass workflows, forms, fields, business rules, milestones, and eFolder organization.
• Identify and resolve data mapping issues related to MISMO/XML, ULI, loan terms, fees, and investor delivery requirements.
• Diagnose UI, API, data integrity, and performance-related issues across environments.
• Build strong partnerships with client stakeholders and internal ICE teams.
• Mentor junior team members and contribute to service quality improvements and process efficiency initiatives.

Skills

Communication

Presentation

Project management

Team collaboration

Education

Bachelor's degree in CS/IT or related field

Tools

Encompass

APIs/REST

AWS

Azure

SQL/NoSQL

Job description

Job Purpose

The Principal Elevated Engineer is a client-facing technical advisor responsible for delivering, stabilizing, and optimizing ICE Mortgage Technology solutions for enterprise lending clients. Serving as a trusted partner, this role leverages deep Encompass expertise, strong relationships, correspondent workflow knowledge, and advanced troubleshooting skills.

Overview

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, with a strong focus on correspondent loan purchase, delivery, and investor compliance.

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 correspondent 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
• Support correspondent‑specific workflows, including loan purchase and delivery, delegated and non‑delegated models, and third‑party originator (TPO) interactions
• Lead workflow optimization discussions to reduce funding turn times and improve investor delivery accuracy
• Support configuration and troubleshoot Encompass workflows, forms, fields, business rules, milestones, and eFolder organization
• Identify and resolve data mapping issues related to MISMO/XML, ULI, loan terms, fees, and investor delivery requirements
• Diagnose UI, API, data integrity, and performance‑related issues across environments
• Build strong partnerships with client stakeholders and internal ICE teams
• Mentor junior team members and contribute to service quality improvements and process efficiency initiatives

Knowledge And Experience

• Computer Science or Information Technology, or related bachelor’s degree, or equivalent experience
• 7+ years of experience supporting enterprise SaaS or mortgage technology clients including 3–5+ years with correspondent lending exposure
• 5+ years of hands‑on Encompass experience (administrator and/or advanced user level)
• Background in roles such as Encompass Administrator, Consultant, Technical Support Engineer, or equivalent.
• Deep understanding of the loan lifecycle from origination through purchase and delivery
• Advanced knowledge of Encompass configuration, including forms, workflows, business rules, and custom input forms
• Experience with eFolder, document management, compliance tools (HMDA, TRID), and the Encompass Partner Ecosystem
• 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
• Ability to travel up to 10%

Preferred Knowledge And Experience

• Correspondent Lending
  • Direct experience supporting correspondent lending divisions.
  • In-depth knowledge of delegated and non‑delegated correspondent models.
  • Understanding of investor guidelines, purchase conditions, and suspense clearing.
  • Familiarity with MISMO/XML, investor delivery systems, and HMDA/ULI accuracy.
• Technical and Integration Skills
  • Experience with APIs, REST services, SaaS platforms, AWS, Azure, SQL, and NoSQL databases.
  • Working knowledge of JavaScript, Microsoft .NET, and web‑based application architectures.
  • Familiarity with performance monitoring and diagnostic tools such as AppDynamics.
• 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.