{"schemaVersion":"jobsearcher.job.v1","id":"f1b6af781dae76ca2318f9ce","url":"https://jobsearcher.com/jobs/f1b6af781dae76ca2318f9ce","canonicalUrl":"https://jobsearcher.com/jobs/f1b6af781dae76ca2318f9ce","title":"Engineer, Elevated Client Services","description":"Job Purpose\nThe 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.\n\nOverview\nThe 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.\n\nThe 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.\n\nResponsibilities\n\nDrive resolution of complex production issues, including escalation management, root cause analysis, system testing, strategy facilitation, and knowledge transfer.\n\nServe as the primary escalation point for high-impact and high‑value client issues.\n\nAct as a trusted technical advisor across ICE Mortgage Technology products, services, APIs, and integrations.\n\nGuide and support clients through the adoption of new products, solutions, and transformational initiatives.\n\nAdvise on ways to achieve optimal utilization.\n\nOversee client service requests while acting as an escalation manager when necessary.\n\nLead workflow optimization discussions to reduce funding turn times and improve investor delivery accuracy.\n\nEnsure clients are informed of new product features and help guide client implementation of roadmaps.\n\nSupport configuration and troubleshoot Encompass workflows, forms, fields, business rules, milestones, and eFolder organization.\n\nBuild strong partnerships with client stakeholders and internal ICE teams.\n\nKnowledge And Experience\n\n5+ years of experience supporting enterprise SaaS or mortgage clients.\n\n5+ years of hands‑on Encompass experience.\n\nBackground in roles such as Encompass Administrator, Consultant, Customer Support, or equivalent.\n\nDeep understanding of the loan lifecycle from origination through purchase and delivery.\n\nDemonstrated ability to act as a trusted advisor to executive‑level stakeholders.\n\nStrong communication and presentation skills with the ability to translate technical concepts into business language.\n\nExcellent organization, prioritization, and project management skills.\n\nStrong ownership mindset with the ability to operate in high‑pressure, SLA‑driven environments.\n\nCollaborative team player with a continuous improvement approach.\n\nPreferred Knowledge And Experience\n\nEducation and Other Requirements\n\nBachelor’s degree in computer science, Information Technology, or related discipline; equivalent professional experience will also be considered.\n\nAbility to travel up to 10%.\n\nTechnical and Integration Skills\n\nExperience with APIs, REST services, SaaS platforms, AWS, Azure, and SQL databases.\n\nWorking knowledge of JavaScript, Microsoft .NET, and web‑based application architectures.\n\nFamiliarity with performance monitoring and diagnostic tools such as Grafana, Splunk, etc.\n\nAI and Analytics\n\nExperience applying AI, analytics, or automation to identify trends, reduce defects, improve funding and delivery performance, or proactively detect production risk.\n\nRemote Base Salary Range\nThe 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.\n\nIntercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.\n\n#J-18808-Ljbffr","company":"Ice Services","rawCompany":"ice services","city":"Phoenix","state":"AZ","isRemote":false,"isActive":false,"createdAt":"2026-09-14T03:40:45.009Z","occupations":[{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"41-9031.00","title":"Sales Engineers","slug":"sales-engineers"},{"code":"17-2199.00","title":"Engineers, All Other","slug":"engineers-all-other"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Engineer, Elevated Client Services","description":"Job Purpose\nThe 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.\n\nOverview\nThe 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.\n\nThe 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.\n\nResponsibilities\n\nDrive resolution of complex production issues, including escalation management, root cause analysis, system testing, strategy facilitation, and knowledge transfer.\n\nServe as the primary escalation point for high-impact and high‑value client issues.\n\nAct as a trusted technical advisor across ICE Mortgage Technology products, services, APIs, and integrations.\n\nGuide and support clients through the adoption of new products, solutions, and transformational initiatives.\n\nAdvise on ways to achieve optimal utilization.\n\nOversee client service requests while acting as an escalation manager when necessary.\n\nLead workflow optimization discussions to reduce funding turn times and improve investor delivery accuracy.\n\nEnsure clients are informed of new product features and help guide client implementation of roadmaps.\n\nSupport configuration and troubleshoot Encompass workflows, forms, fields, business rules, milestones, and eFolder organization.\n\nBuild strong partnerships with client stakeholders and internal ICE teams.\n\nKnowledge And Experience\n\n5+ years of experience supporting enterprise SaaS or mortgage clients.\n\n5+ years of hands‑on Encompass experience.\n\nBackground in roles such as Encompass Administrator, Consultant, Customer Support, or equivalent.\n\nDeep understanding of the loan lifecycle from origination through purchase and delivery.\n\nDemonstrated ability to act as a trusted advisor to executive‑level stakeholders.\n\nStrong communication and presentation skills with the ability to translate technical concepts into business language.\n\nExcellent organization, prioritization, and project management skills.\n\nStrong ownership mindset with the ability to operate in high‑pressure, SLA‑driven environments.\n\nCollaborative team player with a continuous improvement approach.\n\nPreferred Knowledge And Experience\n\nEducation and Other Requirements\n\nBachelor’s degree in computer science, Information Technology, or related discipline; equivalent professional experience will also be considered.\n\nAbility to travel up to 10%.\n\nTechnical and Integration Skills\n\nExperience with APIs, REST services, SaaS platforms, AWS, Azure, and SQL databases.\n\nWorking knowledge of JavaScript, Microsoft .NET, and web‑based application architectures.\n\nFamiliarity with performance monitoring and diagnostic tools such as Grafana, Splunk, etc.\n\nAI and Analytics\n\nExperience applying AI, analytics, or automation to identify trends, reduce defects, improve funding and delivery performance, or proactively detect production risk.\n\nRemote Base Salary Range\nThe 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.\n\nIntercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.\n\n#J-18808-Ljbffr","datePosted":"2026-09-14T03:40:45.009Z","dateModified":"2026-09-14T03:40:45.009Z","hiringOrganization":{"@type":"Organization","name":"Ice Services","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Phoenix","addressRegion":"AZ","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"f1b6af781dae76ca2318f9ce"},"url":"https://jobsearcher.com/jobs/f1b6af781dae76ca2318f9ce"}}