Elevated Services Engineer

Job Purpose

The Principal Elevated Engineer is a client-facing technical advisor responsible for delivering, stabilizing, and optimizing ICE Mortgage Technology solutions for enterprise lending clients. Serving as a trusted partner, this role leverages deep Encompass expertise, strong relationships, correspondent workflow knowledge, and advanced troubleshooting skills.

The role combines hands-on execution with strategic advice, resolving complex production issues, leading cross‑functional teams, and guiding clients through platform optimization, integrations, and transformation efforts across the mortgage loan lifecycle, with a strong focus on correspondent loan purchase, delivery, and investor compliance.

Responsibilities

• 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 correspondent 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
• Support correspondent-specific workflows, including loan purchase and delivery, delegated and non-delegated models, and third-party originator (TPO) interactions
• Lead workflow optimization discussions to reduce funding turn times and improve investor delivery accuracy
• Support configuration and troubleshoot Encompass workflows, forms, fields, business rules, milestones, and eFolder organization
• Identify and 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
• Mentor junior team members and contribute to service quality improvements and process efficiency initiatives

Knowledge and Experience

• Computer Science or Information Technology, or related bachelor’s degree, or equivalent experience
• 7+ years of experience supporting enterprise SaaS or mortgage technology clients including 3–5+ years with correspondent lending exposure
• 5+ years of hands-on Encompass experience (administrator and/or advanced user level)
• Background in roles such as Encompass Administrator, Consultant, Technical Support Engineer, or equivalent.
• Deep understanding of the loan lifecycle from origination through purchase and delivery
• Advanced knowledge of Encompass configuration, including forms, workflows, business rules, and custom input forms
• Experience with eFolder, document management, compliance tools (HMDA, TRID), and the Encompass Partner Ecosystem
• 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
• Ability to travel up to 10%

Preferred Knowledge and Experience

• Correspondent Lending
  • Direct experience supporting correspondent lending divisions.
  • In-depth knowledge of delegated and non-delegated correspondent models.
  • Understanding of investor guidelines, purchase conditions, and suspense clearing.
  • Familiarity with MISMO/XML, investor delivery systems, and HMDA/ULI accuracy.
• Technical and Integration Skills
  • Experience with APIs, REST services, SaaS platforms, AWS, Azure, SQL, and NoSQL databases.
  • Working knowledge of JavaScript, Microsoft .NET, and web-based application architectures.
  • Familiarity with performance monitoring and diagnostic tools such as AppDynamics.
• AI and Analytics
  • Experience applying AI, analytics, or automation to identify trends, reduce defects, improve funding and delivery performance, or proactively detect production risk.

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