Engineer, Premier Technical Support
Company: Intercontinental Exchange Holdings
Location: Omaha
Posted on: January 14, 2026
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Job Description:
The Premier Services Engineer is responsible for the successful
delivery of standard and client-specific program deliverables. The
PSE must balance priorities, develop and execute tactical and
strategic action plans, and meet the commitments of the program and
client expectation. The Engineer must be fluent in
problem-diagnosis and troubleshooting of highly complex workflows
and integrations related to one or more ICE technologies. The
Engineer will coordinate, form, and lead cross-functional virtual
teams required to address client-reported problems. The Engineer
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 management, system testing, facilitation of
strategy sessions, and transfer of knowledge. • Acquire and grow
knowledge of existing and new ICE products and solutions to provide
assistance, guidance, and knowledge to clients. • Act as an advisor
for ICE Mortgage Technology products and services including APIs. •
Assist and guide clients in their transformative journey adopting
the latest products and solutions. • Participate in projects that
enhance the quality and efficiency of the Premier Services team. •
Gather metrics and work with clients to baseline and demonstrate
the value of the ICE Mortgage Technology platform. • Oversee client
service requests while acting as escalation manager when necessary.
• Partner with Service Operations team to develop successful
strategies and execution of plans to ensure and improve technical
performance of ICE Mortgage Technology services. • Ensure client
contacts are informed of new product features and help guide the
client’s implementation roadmap. • Advise on ways to achieve
optimal utilization. • Gather and supply product feedback as a
client advocate to help drive the product roadmap. • Develop
relationships across ICE client-engagement teams, brands, and
departments to strengthen partnership with clients. • Advise client
on best practices and industry benchmarking. • Provide mentorship
and guidance to junior members of the Premier Services team. • Help
define processes and procedures to better service ICE Mortgage
Technology’s Premier Services clients. Knowledge and Experience • 5
years hands on direct experience working in the mortgage industry •
5 years experience in an Admin role administrating loan origination
software • 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 at executive level in client
environments. • Proven ability to develop and cultivate lasting
client relationships with a diverse set of internal and external
constituents including senior level executives, legal, technical,
finance, support, sales, and marketing experts. • Skillset required
in data analytics. • 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
clients. • Ability to travel up to 25% of the time. • Bachelor’s
degree or equivalent experience in Computer Science, or related
field. • Previous working knowledge of ICE Mortgage Technology’s
Encompass product and Mortgage Industry experience a plus. •
Recommended knowledge of: Encompass; Encompass SDK; Python; Java;
Microsoft .NET framework; Amazon Web Services; Microsoft Azure;
SaaS infrastructure and web-based application architecture; TCP/IP
network layer; Microsoft IIS; Microsoft SQL; NoSQL Database; App
Dynamics; REST API; web services.
Keywords: Intercontinental Exchange Holdings, Council Bluffs , Engineer, Premier Technical Support, IT / Software / Systems , Omaha, Iowa
