Senior Client Services Engineer - Mortgage Tech

Intercontinental Exchange Holdings, Inc.; Jacksonville (FL); Presencial; USD 120.000 - 180.000; Jornada completa

Descripción de la vacante

Intercontinental Exchange, Inc. is seeking an Elevated Client Services Engineer to act as a client-facing technical advisor for ICE Mortgage Technology solutions.

You will resolve complex production issues, optimize implementations, and guide clients through platform migrations across the loan lifecycle. You will leverage Encompass expertise, lead cross-functional teams, and partner with clients and ICE stakeholders to drive adoption and improvements while ensuring SLAs and high client

Formación

• 5+ years of experience supporting enterprise SaaS or mortgage clients.
• 5+ years of hands-on Encompass experience.
• Background as Encompass Administrator, Consultant, Customer Support, or equivalent.
• Deep understanding of the loan lifecycle from origination through delivery.
• 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.

Responsabilidades

• 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 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.
• Advise on ways to achieve optimal utilization.
• Oversee client service requests while acting as an escalation manager when necessary.
• Lead workflow optimization discussions to reduce funding turn times and improve investor delivery accuracy.
• Ensure clients are informed of new product features and help guide client implementation of roadmaps.
• Support configuration and troubleshoot Encompass workflows, forms, fields, business rules, milestones, and eFolder organization.
• Build strong partnerships with client stakeholders and internal ICE teams.

Conocimientos

Encompass experience

Mortgage SaaS support

Enterprise client engagement

Troubleshooting

Cross-functional collaboration

Communication & presentation

Ownership mindset

Platform optimization

Educación

Bachelor’s degree in computer science or related field

Herramientas

Grafana

Splunk

JavaScript

.NET

REST APIs

AWS

Azure

SQL databases

Descripción del empleo

Intercontinental Exchange, Inc. is seeking an Elevated Client Services Engineer to act as a client-facing technical advisor for ICE Mortgage Technology solutions.

You will resolve complex production issues, optimize implementations, and guide clients through platform migrations across the loan lifecycle. You will leverage Encompass expertise, lead cross-functional teams, and partner with clients and ICE stakeholders to drive adoption and improvements while ensuring SLAs and high client