Content Manager OnDemand Technical Support Professional

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 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.

• 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.
• Recommends and implements new or improvements to existing technical support tools, procedures, and processes.
• May provide training for and mentor others on the team.
• Contributes to department attainment of organizational objectives and high customer satisfaction.
• Documents problem solutions within the company knowledge base.
• Manages requests and priorities daily.

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

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

Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.

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.

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

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

This job can be performed anywhere in the United States.

• Over 5 years of hands-on experience with Product development.
• Strong experience working as a full-time software developer in C, C++ & Java.
• 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.
• Familiarity with APIs and SDKs used for CMOD integration (e.g., ODWEK, REST APIs).

• Ability to debug in Java, C/C++, or scripting languages used in CMOD integrations.
• Over 5 years of hands-on…