SaaS Incident Response & Support Specialist

ICE Clear Europe Limited; Jacksonville, Provo (FL, UT); On-site; USD 65,000 - 90,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking an Incident Management Specialist to support clients and resolve technical issues on ICE Mortgage Technology platforms. You will coordinate incident response, communicate status updates, and ensure SLAs are met while delivering a positive customer experience.

You will triage incidents, troubleshoot across platforms, document resolutions, and collaborate with technical teams to identify root causes. Strong communication and SaaS experience are essential.

Qualifications

• 2+ years in technical support or client operations.
• Experience with SaaS applications and client support workflows.
• Familiar with incident management processes, ticketing systems, and escalation procedures.
• Proficient in Windows desktop environments and basic networking.
• Strong troubleshooting, problem-solving, and documentation skills.
• Excellent communication and customer service abilities.

Responsibilities

• Follow incident management and escalation procedures.
• Participate in triage, diagnostics, and client updates.
• Resolve client requests and incidents within SLAs.
• Provide technical troubleshooting across ICE Mortgage Technology platforms.
• Document resolutions in ticketing systems and update knowledge base.
• Communicate issue status, next steps, and resolutions to clients.
• Collaborate with peers to identify root causes of recurring issues.
• Support QA by validating fixes and workarounds.
• Maintain accurate case documentation and records.
• Continuously expand product knowledge and operational proficiency.

Skills

Customer-focused

2+ years exp

SaaS experience

Incident management

Windows

Networking basics

Troubleshooting

Documentation

Communication skills

Job description

Intercontinental Exchange, Inc. is seeking an Incident Management Specialist to support clients and resolve technical issues on ICE Mortgage Technology platforms. You will coordinate incident response, communicate status updates, and ensure SLAs are met while delivering a positive customer experience.

You will triage incidents, troubleshoot across platforms, document resolutions, and collaborate with technical teams to identify root causes. Strong communication and SaaS experience are essential.