Engineer, Premier Technical Support

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); On-site; USD 120,000 - 160,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks an Elevated Engineer to act as a client-facing technical advisor for ICE Mortgage Technology.

The role focuses on delivering, stabilizing, and optimizing Encompass-based solutions for enterprise lending clients across the loan lifecycle, with emphasis on correspondence loan purchase, delivery, and investor compliance. You will pair hands-on Encompass expertise with strategic guidance, resolving complex production issues and guiding clients through new

Qualifications

• 7+ years supporting enterprise SaaS or mortgage technology clients.
• 5+ years hands-on Encompass experience as an administrator, consultant or support engineer.
• Bachelor's degree in CS/IT or related field.
• Strong ability to translate technical concepts for executives and manage projects.

Responsibilities

• Lead resolution of complex production issues, including escalation management and root cause analysis.
• Serve as the primary escalation point for high-impact correspondent clients.
• Advise clients on ICE Mortgage Technology products, APIs, and integrations.
• Support correspondent workflows including loan purchase, delivery, and TPO interactions.
• Lead workflow optimization to reduce funding turn times and improve investor delivery accuracy.
• Configure and troubleshoot Encompass forms, fields, rules, milestones, and eFolder organization.

Skills

Encompass administration

APIs & REST services

SQL & NoSQL

Cloud platforms (AWS/Azure)

Project management

Client advisory

Troubleshooting

Education

Bachelor's degree in CS/IT or related field

Tools

Encompass

AppDynamics

SQL databases

NoSQL databases

JavaScript/.NET

Job description

Job Description

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 will pair hands-on Encompass expertise with strategic guidance, resolving complex production issues and helping clients optimize their platform, integrations, and workflows across the loan lifecycle, with a focus on 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 client
• Advise clients on ICE Mortgage Technology products, APIs, and integrations and guide them through 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
• Lead workflow optimization 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-related issues across environments
• Build strong partnerships with client stakeholders and internal ICE teams and mentor junior team members while contributing to service quality and process improvements

Knowledge and Experience

• Bachelor's degree in computer science, information technology, or a related field, or equivalent experience
• 7+ years supporting enterprise SaaS or mortgage technology clients, including 3–5+ years with correspondent lending exposure
• 5+ years of hands-on Encompass experience as an administrator, consultant, support engineer or advanced user
• Advanced Encompass configuration skills, including forms, workflows, business rules, and 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
• Excellent organization, prioritization, and project management skills.t skills, with an ownership mindset in high-pressure, SLA-driven environments
• 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

• Correspondent Lending
  • delegated and non-delegated models, investor guidelines, purchase conditions, suspense clearing, and investor delivery systems
• Technical:
  • APIs and REST services, AWS or Azure, SQL, and NoSQL databases, JavaScript, Microsoft .Net, and monitoring tools such as AppDynamics
• AI and Analytics
  • Applying analytics or automation to identify trends, reduce defects, improve funding and delivery performance, or detect production risk early
• Other Requirements
  • Ability to travel up to 10%

#LI-SF1

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