Premier Services Engineer
Jacksonville, FL, United States
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 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 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.
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