Engineer, Premier Technical Support

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. Responsibilities + Lead 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 correspondent client + Advise clients on ICE Mortgage Technology products, APIs, and integrations and guide them through new product adoption 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 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 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 and mentor junior team members while contributing to service quality and process improvements Knowledge and Experience + 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 + Excellent organization, prioritization, and project management skills.t skills, with an ownership mindset in high-pressure, SLA-driven environments + 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 + Correspondent Lending + delegated and non-delegated models, investor guidelines, purchase conditions, suspense clearing, and investor delivery systems + Technical: + APIs and REST services, AWS or Azure, SQL, and NoSQL databases, JavaScript, Microsoft .Net, and monitoring tools such as AppDynamics + AI and Analytics + Applying analytics or automation to identify trends, reduce defects, improve funding and delivery performance, or detect production risk early + Other Requirements + Ability to travel up to 10% #LI-SF1 Intercontinental Exchange, Inc. is an Equal Opportunity Employer.