Job Description

Job Purpose

The Premier Services Engineer (PSE) is responsible for the successful execution of the Premier Customer Services program. Deliverables may vary based on customer need and the specific service to which the PSE is deployed to engage in. The PSE will balance priorities, develop tactical and strategic action plans, and meet the commitments of the program and those which exist with the client. Troubleshoot and diagnosing highly complex workflows and integrations and one or more technologies leveraged by ICE Mortgage Technology platform. You will coordinate and lead tasks across virtual teams and cross-functionally to appropriately address customer systems problems as a function of their engagement with the client. As part of their engagement, the PSE will apply their breadth and depth of technical knowledge of ICE Mortgage Technology solutions, platform technologies, and business workflow to troubleshoot and address client concerns holistically.

Responsibilities

• Drive resolution of complex production issues, including: escalation, system testing, strategy sessions and distribution of knowledge throughout the team and company
• Acquire and maintain knowledge of existing systems and new systems in order to provide accurate assistance and training to customers
• Act as an advisor for advanced ICE Mortgage Technology products and services, such as our APIs and SDK’s
• Assisting and guiding clients from legacy technology to modern web based technology
• Participate in special projects that enhances the quality or efficiency of the Premier Customer Services team
• Gather baseline metrics and work with client to calculate and demonstrate value of the ICE Mortgage Technology platform
• Oversee customer service requests acting as a service delivery and escalation manager as needed on engagements
• Partner with Service Operations team to develop successful strategies and plans to maintain & improve performance of ICE Mortgage Technology Services
• Ensure customer contacts are proactively kept up to date on new product features and have developed a roadmap to implement
• Educate Customers on the value of the overall solution and encourage optimal utilization
• Gather client product feedback to help product management define the product roadmap
• Facilitate relationships across various client teams, brands, and/or departments to strengthen partnership with clients
• Provide best practices and industry benchmarking
• Provide indirect leadership and guidance to junior members of the Premier Customer Services team
• Help define processes and procedures to better service ICE Mortgage Technology’s Premier Services customers

Knowledge and Experience

• 8+ years direct experience supporting and/or providing technical advisory/account management services preferably in a software management, information technology or mortgage industry role
• Experience with cloud-based/SaaS solution offerings
• Demonstrated experience working with the executive level in client environments
• Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales, and marketing experts
• Strong Data Analytics capabilities
• Excellent organization, project management, time management, and communication skills
• Willingness to assist wherever needed; team player who will work within the company to continue improving the way ICE Mortgage Technology serves its Customers
• Ability to travel up to 25% of the time
• Bachelor degree or equivalent experience in Computer Science, or related field
• Previous working knowledge of ICE Mortgage Technology Encompass and Mortgage Industry experience a plus

Advanced or Working knowledge of at least one or more of the following technologies:

• Encompass
• SDK
• Python
• Java
• SaaS Infrastructure and Web-Based Applications
• TCP/IP Network Infrastructure Layers
• Amazon Web Services / Azure
• Microsoft IIS/Win NT/.net
• Database (SQL / No SQL)
• App Dynamics
• REST API
• Web Services

Schedule

This role offers work from home flexibility. 

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

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