Lead Client Support Specialist, ICE Real Estate Services

Intercontinental Exchange Holdings, Inc. • Jacksonville, FL

2d

About The Position

The Lead Client Support Specialist is an advanced, client-facing role responsible for diagnosing, resolving, and preventing complex operational and technical issues related to ICE Real Estate Services platforms, particularly Paragon (MLS) and loan origination technologies. This person acts as an escalation point for production issues, partners with cross-functional teams, and provides guidance and mentoring to frontline support staff. The role requires working closely with clients, attending meetings to provide subject-matter expertise, coordinating testing across major applications, reviewing operational metrics, and participating in triage activities. It involves both independent decision-making and collaborative problem-solving across technical and business teams.
Overall
This role blends technical expertise, client engagement, and operational leadership. The ideal candidate is a highly skilled problem-solver who can analyze complex systems, communicate clearly with clients and internal teams, and help drive operational excellence across ICE’s real estate technology platforms

Requirements

• Bachelor's degree or an equivalent combination of education, training, or work experience
• 7+ years in product support or similar client-facing technical roles
• Strong experience with Paragon (MLS), real estate loan origination systems, and integration processes
• Proficient with Splunk, log analysis, GoAnywhere/FTP systems, SQL, web server logs, developer tools, XML, and microservices troubleshooting
• Strong technical, analytical, and problem-solving abilities
• Excellent communication and client relationship management skills
• Ability to manage complexity, ambiguity, and multiple priorities independently
• Proficiency with tools such as ServiceNow, Salesforce, MS Office, Azure DevOps

Nice To Haves

• Knowledge of mortgage servicing processes and terminology (preferred)

Responsibilities

• Troubleshoot and resolve complex issues with MLS and loan origination systems.
• Serve as a senior escalation resource for technical and operational support.
• Work directly with clients to understand needs, diagnose issues, and communicate solutions.
• Mentor and train support staff; assist with documentation and operational improvements.
• Analyze logs (Splunk, API/microservices, FTP/MFT), SQL queries, and integration data flows.
• Participate in triage calls and cross-team discussions; coordinate testing efforts.
• Prepare operational metrics and trending reports.
• Support multiple applications, provide backup assistance, and participate in on-call rotation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level