Ice Mortgage Technology Premier Solutions Engineer 210626 in Helena, Montana
Ice Mortgage Technology is the leading cloud-based platform provider for the mortgage finance industry. Ice Mortgage Technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency. Visit IceMortgageTechnology (https://www.icemortgagetechnology.com/) to learn more.
The Premier Solutions Engineer or PSE is a customer facing, highly technical role responsible for the successful execution of the Premier Support Program for a set of assigned customers. This function is proactive in nature; actively monitoring assigned customer environments for potential performance issues, troubleshooting highly complex technical difficulties and advocating on behalf of assigned customers among the appropriate internal resources to resolve incidents. This function is designed to deliver a higher level of partnership with the customer and is not a traditional transactional technical support role.
PSE’s will meet, coordinate and lead tasks across virtual teams and cross-functionally to appropriately address customer issues/questions as a function of their engagement with the customer. The PSE will balance priorities, develop tactical and strategic action plans, and meet the commitments of their assigned customers while demonstrating in real time, the value of the Premier Support Program.
The PSE will develop a deep understanding of ICE Mortgage Technology products, infrastructure and specific customer architecture for their assigned customers in order to act as a trusted advisor and provide valuable input on performance enhancements and process improvements.
Essential Duties & Responsibilities
Proactively monitor assigned customer environments for indications of performance issues or technical deficiencies.
Proactively engage customer as an internal advocate in all aspects of performance, supportability and customer service related to ICE Mortgage Technology products and features.
Drive technical resolution of complex product issues, including but not limited to system outages, errors, performance latency, software defects and enhancement requests.
Acquire and maintain deep product knowledge of all ICE Mortgage Technology product offerings and third party integrations in order to provide accurate assistance and training to customers.
Educate Customers on the architecture and integration of the overall ICE Mortgage Technology solution and encourage optimal utilization.
Own customer service requests and act as a service delivery expert and escalation manager as needed on support cases and software defects
Participate in special projects that enhance the quality and/or efficiency of the Premier Support Team
Essential Knowledge, Skills, Abilities, and Background
5+ years of demonstrated experience working with enterprise level customers in systems architecture, design or consulting
4+ years experience with developing and/or troubleshooting cloud-based/SaaS solution offerings in a public or private cloud infrastructure with solid understanding of cloud architectures
4+ years experience working in at least one of the following technologies: AIML, Python or other scripting languages, AWS products and services, Salesforce Administration, App D, Kibana and/or Elastic, MS SQL Management Studio, Postman, JSON, Visual Studio, micro-services or similar advanced technologies.
Deep knowledge of Windows Server or Linux systems internals (system libraries, file systems, client-server protocols)
Proven track record working across business units such as Product Management, Engineering, Development, Finance and Marketing.
Strong Data Analytics capabilities
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
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 15% of the time
Available afterhours as needed
Bachelor degree or equivalent experience in Computer Science, or related field
Previous working knowledge of the Mortgage Industry experience a plus but not required
Ice Mortgage Technology is an equal opportunity and affirmative action employer. Women, minorities, people with disabilities, and veterans are encouraged to apply.
We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.