Elevated Services Engineer
On-siteJacksonville, Florida, United States
Job Summary
Resolve complex production issues for enterprise lending clients by leading root cause analysis, system testing, and escalation management for high-impact correspondent loan workflows. Act as the primary technical advisor for ICE Mortgage Technology solutions, guiding clients through platform optimization, integrations, and transformation efforts across the loan lifecycle. Diagnose UI, API, and data integrity issues while supporting configuration of Encompass workflows, forms, and business rules to reduce funding turn times. Build partnerships with internal teams and mentor junior members to drive service quality improvements. Requires 7+ years of SaaS support experience with deep Encompass expertise and ability to travel up to 10%.
Required Qualifications
- Computer Science or Information Technology, or related bachelor's degree, or equivalent experience
- 7+ years of experience supporting enterprise SaaS or mortgage technology clients including 3–5+ years with correspondent lending exposure
- 5+ years of hands-on Encompass experience (administrator and/or advanced user level)
- Background in roles such as Encompass Administrator, Consultant, Technical Support Engineer, or equivalent
- Deep understanding of the loan lifecycle from origination through purchase and delivery
- Advanced knowledge of Encompass configuration, including forms, workflows, business rules, and custom input forms
- Experience with eFolder, document management, compliance tools (HMDA, TRID), and the Encompass Partner Ecosystem
- Demonstrated ability to act as a trusted advisor to executive-level stakeholders
- Strong communication and presentation skills with the ability to translate technical concepts into business language
- Excellent organization, prioritization, and project management skills
- Strong ownership mindset with the ability to operate in high-pressure, SLA-driven environments
- Collaborative team player with a continuous improvement approach
- Ability to travel up to 10%
Desired Qualifications
- Correspondent Lending
- Direct experience supporting correspondent lending divisions
- In-depth knowledge of delegated and non-delegated correspondent models
- Understanding of investor guidelines, purchase conditions, and suspense clearing
- Familiarity with MISMO/XML, investor delivery systems, and HMDA/ULI accuracy
- Experience with APIs, REST services, SaaS platforms, AWS, Azure, SQL, and NoSQL databases
- Working knowledge of JavaScript, Microsoft .NET, and web-based application architectures
- Familiarity with performance monitoring and diagnostic tools such as AppDynamics
- Experience applying AI, analytics, or automation to identify trends, reduce defects, improve funding and delivery performance, or proactively detect production risk
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.