Engineer, Premier Technical Support

Job PurposeThe 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. ResponsibilitiesLead resolution of complex production issues, including escalation management, root cause analysis, system testing, strategy facilitation, and knowledge transferServe as the primary escalation point for high-impact correspondent clientAdvise clients on ICE Mortgage Technology products, APIs, and integrations and guide them through new product adoption and transformation initiativesSupport correspondent workflows, including loan purchase and delivery, delegated and non-delegated models, and third-party originator (TPO) interactionsLead workflow optimization to reduce funding turn times and improve investor delivery accuracyConfigure and troubleshoot Encompass forms, fields, business rules, milestones, and eFolder organizationResolve data mapping issues related to MISMO/XML, ULI, loan terms, fees, and investor delivery requirementsDiagnose UI, API, data integrity, and performance-related issues across environmentsBuild strong partnerships with client stakeholders and internal ICE teams and mentor junior team members while contributing to service quality and process improvementsKnowledge and ExperienceBachelor's degree in computer science, information technology, or a related field, or equivalent experience7+ years supporting enterprise SaaS or mortgage technology clients, including 3–5+ years with correspondent lending exposure5+ 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 formsStrong knowledge of the loan lifecycle from origination through purchase and deliveryExperience with eFolder, document management, compliance tools (HMDA, TRID), and the Encompass Partner EcosystemProven ability to advise executive stakeholders and translate technical concepts into business languageStrong prioritization and project managementExcellent organization, prioritization, and project management skills.t skills, with an ownership mindset in high-pressure, SLA-driven environmentsStrong ownership mindset with the ability to operate in high-pressure, SLA-driven environmentsCollaborative team player with a continuous improvement approachPreferred Knowledge and ExperienceCorrespondent Lendingdelegated and non-delegated models, investor guidelines, purchase conditions, suspense clearing, and investor delivery systemsTechnical:APIs and REST services, AWS or Azure, SQL, and NoSQL databases, JavaScript, Microsoft .Net, and monitoring tools such as AppDynamicsAI and AnalyticsApplying analytics or automation to identify trends, reduce defects, improve funding and delivery performance, or detect production risk earlyOther RequirementsAbility 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.