Engineer, Premier Technical Support

The Elevated Engineer is a client-facing technical advisor responsible for delivering, stabilizing, and optimizing ICE Mortgage Technology solutions for enterprise lending clients. This role centers on resolving complex production problems and helping clients improve their platform, integrations, and workflows across the loan lifecycle, with emphasis on correspondence loan purchase, delivery, and investor compliance.

Key Responsibilities

• Lead resolution of complex production incidents, including escalation management, root cause analysis, system testing, strategy facilitation, and knowledge transfer.
• Act as the primary escalation point for high-impact correspondent client issues.
• Advise clients on ICE Mortgage Technology products, APIs, and integrations, guiding adoption of new products and transformation initiatives.
• Support correspondent workflows, including loan purchase and delivery, delegated and non-delegated models, and third-party originator (TPO) interactions.
• Lead workflow optimization efforts to reduce funding turn times and improve investor delivery accuracy.
• Configure and troubleshoot Encompass components such as 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.
• Build 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 topics into business language.
• Strong prioritization and project management capabilities.
• Ownership mindset with the ability to operate in high-pressure, SLA-driven environments.
• Collaborative approach with a continuous improvement mindset.
• Ability to travel up to 10%.

Technologies

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

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 spanning APIs and REST services, AWS or Azure, SQL and NoSQL databases, JavaScript, Microsoft .Net, and monitoring tools such as AppDynamics.
• AI and analytics experience using analytics or automation to identify trends, reduce defects, improve funding and delivery performance, or detect production risk early.

Location and Role Setup

Jacksonville, FL (onsite)