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Premier Services Engineer

Maharashtra, India (Hybrid)

Premier Services Engineer

5 Months ago • 8 Years + • Operations • Undisclosed

About the job

8 skills required for this role

Add these skills to join the top 1% applicants for this job

java

amazon-web-services

python

iis

data-analytics

team-player

account-management

saas-business-models

Job Description

Premier Services Engineer with 8+ years experience supporting technical advisory services in software management, information technology, or mortgage industry. Must have strong data analytics, project management, and communication skills.

Must have:

Technical Advisory
Software Management
Data Analytics
Project Management

Good to have:

ICE Mortgage
Cloud-based Solutions
SaaS Infrastructure
Amazon Web Services

Perks:

Work From Home
Travel Opportunities

About the job

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

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 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

Microsoft IIS/Win NT/.net