Support Engineer

Introduction

IBM Content Manager OnDemand (CMOD) is an enterprise content management (ECM) and report management solution for archiving and managing high volumes of documents, reports and other data.

This role specializes in performing and enabling technical support for IBM Content Manager OnDemand. Successful candidates will provide advanced technical support assistance to customers using problem determination / problem source identification skills. They will utilize technical and negotiation skills in collaboration with development and other support organizations. This includes recommending and implementing improvements to existing technical support tools, procedures, and processes, contributing to department goals, and attaining organizational objectives through high customer satisfaction.

Content Manager OnDemand is a critical component in the middleware stack and plays a key role in IBM's enterprise content management strategy. As a Customer Support Engineer, you will participate in the worldwide remote technical support team for our Content Manager OnDemand software. You will be part of an international team and organization that is distributed around the globe. You will act as a global team member contributing to seamless 24x7 "follow-the-sun" support for IBM's customers. You will be working with customers around the world.

You will go beyond the industry standard technical support practices and will become an expert of the product, with a strong knowledge of the product internal components as well as how the solution is utilized by customers. Your top priority is always going to be customer success and customer satisfaction; by answering their technical questions and resolving their product related issues you will contribute to their success.

This is going to be an excellent opportunity for you to work with the latest technologies and to grow your skills in one of IBM's key Content Manager products. You will be challenged to never stop learning, as we want you to grow for our customers, our company and finally for your own career.

The Content Manager OnDemand Software Support engineer:

· Provides technical support assistance to customers using problem determination/problem source identification skills.

· Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.

· Communicates action plans to the customer or IBM representative as appropriate.

· May provide training for and mentor others on the team.

· Contributes to department attainment of organizational objectives and high customer satisfaction.

· Develop and maintain technical documentation, processes and troubleshooting guides.

· Manages requests and priorities daily.

· Configure Content Manager OnDemand environments for support and education.

Your role and responsibilities

Provide technical support assistance to customers using problem determination/problem source identification skills.

Communicate action plans to the customer or IBM representative as appropriate.

Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).

Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.

Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.

Recommend and implement new or improvements to existing technical support tools, procedures and processes.

Contribute to department attainment of organizational objectives and high customer satisfaction.

Demonstrate proficiency in the products supported by maintaining applicable technical certifications.

May provide training for and mentorship for others on the team.

Demonstrated communication skills to interact with enterprise customers, understand their issues, and guide them to resolution.

Ability to document findings, create knowledge base articles, provide fixes and contribute to support tooling.

Required technical and professional expertise

Over 2 years of hands-on experience with Product Support.

Solid understanding of software development lifecycle and tools.

Experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting.

Advanced skills in log analysis, trace interpretation, and root cause identification.

Familiarity with database backends (DB2, Oracle, SQL Server) and their interaction with CMOD.

Preferred technical and professional experience

Familiarity with APIs and SDKs used for CMOD integration (e.g., ODWEK, REST APIs).

CMOD architecture, components, and deployment models (distributed, z/OS and/or iSeries).

Experience in CMOD configuration, including resource managers, application groups, library servers, and storage sets.

Experience in CMOD performance tuning and capacity planning.

Knowledge of CMOD indexing, retrieval, and archival processes.

Ability to analyze and resolve issues related to ARS logs, ARSLOAD, ARSSOCKD, and ARS

Experience in Computer Networks and Communication

Experience with CMOD exits, user exits, and customizations.

Experience supporting customers with enterprise-grade CMOD deployments with high availability and meeting SLA requirements.

Knowledge of LDAP

Experience with CMOD on Cloud or hybrid deployments.

Exposure to enterprise content management (ECM) ecosystems including integration with external systems

Demonstrated communication skills

Analytical thinking, structured problem-solving techniques

Strong positive customer service attitude with sensitivity to client satisfaction.

Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.

Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.