Support Engineer

IBM Content Manager 8 (CM8) is an enterprise content management (ECM) system that helps organizations manage, store and retrieve digital content, handling a wide variety of content types. It offers a centralized, secure and scalable foundation to address full content management and workflow requirements for all content types.

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

• 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.
• Debug issues, resolve and deliver fixes.
• 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 8 environments for support and education.
• 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 leads to delightful client perceptions, utilizing technical and negotiation skills.
• Recommend and implement new or improvements to existing technical support tools, procedures and processes.
• Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
• 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.

Bachelor's Degree

• Over 2 years of hands‑on experience with product development.
• Solid understanding of software development lifecycle and tools.
• Experience in operating systems (Windows/Linux/UNIX) administration and troubleshooting.
• Strong experience working as a full‑time software developer in Java, C/C++.
• Familiarity with Web Sphere Application Server (WAS).

• Experience with CM8 deployments.
• Over 5 years of hands‑on experience with CM8 configuration, including item types, workflows, ACLs, and storage policies.
• Exposure to enterprise content management (ECM) ecosystems including integration with external systems.
• In‑depth knowledge of IBM Content Manager v8 architecture, including libraries, resource managers, and database design.
• Strong understanding of Content Manager eClient, IBM Content Navigator, and CM APIs.
• Experience with CM8 APIs, including Java API, C++ API, and Web Services.
• Experience with Library Server and Resource Manager, configuration best practices for scale and issue resolution.
• Knowledge of LDAP.
• Experience in using Web Sphere and DB2 logs and related debug toolchain for diagnostics in both application and data tier of the CM8 application.
• Experience supporting customers with enterprise‑grade CM8 deployments with high availability and meeting SLA requirements.