ICE · 9 hours ago
Lead Client Support Specialist, ICE Real Estate Services
Jacksonville, FL, US
Full-time
Onsite
Senior Level, Lead/Staff
7+ years expICE is a leading provider of technology solutions for real estate services, and they are seeking a Lead Client Support Specialist. This role is responsible for diagnosing and resolving complex operational and technical issues, mentoring support staff, and ensuring client satisfaction with ICE's platforms.
E-CommerceFashionJewelryMarketplace
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
Qualification
Required
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
Preferred
Knowledge of mortgage servicing processes and terminology
Company
ICE
We are building the largest jewelry marketplace.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$49MKey Investors
Polaris Partners
2017-12-07Acquired
2016-03-15Series Unknown
2015-07-01Seed· $2M
Leadership Team
Joseph Albert
Chief Technology Officer
David Farrell
Chief Operating Officer, ICE Futures U.S.
Recent News
Mobile World Live
2026-02-05
2026-02-03
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