Premier Services Engineer

Overview

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 companyAcquire and maintain knowledge of existing systems and new systems in order to provide accurate assistance and training to customersAct as an advisor for advanced ICE Mortgage Technology products and services, such as our APIs and SDK’sAssisting and guiding clients from legacy technology to modern web based technologyParticipate in special projects that enhances the quality or efficiency of the Premier Customer Services teamGather baseline metrics and work with client to calculate and demonstrate value of the ICE Mortgage Technology platformOversee customer service requests acting as a service delivery and escalation manager as needed on engagementsPartner with Service Operations team to develop successful strategies and plans to maintain & improve performance of ICE Mortgage Technology ServicesEnsure customer contacts are proactively kept up to date on new product features and have developed a roadmap to implementEducate Customers on the value of the overall solution and encourage optimal utilizationGather client product feedback to help product management define the product roadmapFacilitate relationships across various client teams, brands, and/or departments to strengthen partnership with clientsProvide best practices and industry benchmarkingProvide indirect leadership and guidance to junior members of the Premier Customer Services teamHelp 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 roleExperience with cloud-based/SaaS solution offeringsDemonstrated experience working with the executive level in client environmentsProven 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 expertsStrong Data Analytics capabilitiesExcellent organization, project management, time management, and communication skillsWillingness to assist wherever needed; team player who will work within the company to continue improving the way ICE Mortgage Technology serves its CustomersAbility to travel up to 25% of the timeBachelor degree or equivalent experience in Computer Science, or related fieldPrevious 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:

EncompassSDKPythonJavaSaaS Infrastructure and Web-Based ApplicationsTCP/IP Network Infrastructure LayersAmazon Web Services / AzureMicrosoft IIS/Win NT/.netDatabase (SQL / No SQL)App DynamicsREST APIWeb Services

Schedule

This role offers work from home flexibility of up to 2 days per week.

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.