Engineer, Premier Technical Support

The Elevated Engineer serves as a client-facing technical advisor for ICE Mortgage Technology, helping enterprise lending customers stabilize, optimize, and evolve their platform usage across the loan lifecycle. The role emphasizes complex production issue resolution, guided product adoption, and workflow improvements focused 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
• Act as the primary escalation point for high-impact correspondent clients
• Advise clients on ICE Mortgage Technology products, APIs, and integrations, and guide new product adoption and transformation initiatives
• Support correspondent workflows across 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 involving MISMO/XML, ULI, loan terms, fees, and investor delivery requirements
• Diagnose UI, API, data integrity, and performance-related issues across environments
• Develop partnerships with client stakeholders and internal ICE teams, mentor junior team members, and contribute to service quality and process improvements

Requirements

• 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 skills
• 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 experience, including delegated and non-delegated models, investor guidelines, purchase conditions, suspense clearing, and investor delivery systems
• Technical experience with APIs and REST services, AWS or Azure, SQL and NoSQL databases, JavaScript, Microsoft .Net, and monitoring tools such as AppDynamics
• AI and analytics experience, including applying analytics or automation to identify trends, reduce defects, improve funding and delivery performance, or detect production risk early

Technologies

• Encompass
• MISMO/XML
• ULI
• eFolder
• HMDA
• TRID
• APIs and REST services
• AWS
• Azure
• SQL
• NoSQL
• JavaScript
• Microsoft .Net
• AppDynamics

Role Details

• Location: Jacksonville, FL (onsite)
• Experience: 7+ years
• Company: Intercontinental Exchange Holdings, Inc.