Engineer, Elevated Client Services

Overview

Job Purpose

The Elevated Engineer is a client-facing technical advisor responsible for delivering, stabilizing, and optimizing Intercontinental Exchange (ICE) Mortgage Technology solutions for enterprise lending clients. Serving as a trusted partner, this role leverages Encompass expertise, strong relationships, 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.

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 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.

Knowledge and Experience

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

Preferred Knowledge and Experience

• Education and Other Requirements

• Bachelor's degree in computer science, Information Technology, or related discipline; equivalent professional experience will also be considered.

• Ability to travel up to 10%.

• Technical and Integration Skills

• Experience with APIs, REST services, SaaS platforms, AWS, Azure, and SQL databases.

• Working knowledge of JavaScript, Microsoft .NET, and web-based application architectures.

• Familiarity with performance monitoring and diagnostic tools such as Grafana, Splunk, etc.

• AI and Analytics

• Experience applying AI, analytics, or automation to identify trends, reduce defects, improve funding and delivery performance, or proactively detect production risk.

Remote Base Salary Range

The expected base salary for this role is between $75,000 - $130,000 USD. The base salary range does not include Intercontinental Exchange's incentive compensation.  While we provide this range as general guidance, at ICE we compensate employees based on the skillset and experience of the individual. Regular full-time ICE employees are eligible for a suite of competitive employee benefits, including healthcare coverage (medical, dental and vision), a 401(k) plan, life insurance, time off, and paid leave for qualifying circumstances.

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.