Content Manager Support Engineer

Introduction

IBM Content Manager (CM*) 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. 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 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 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.

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 education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

* Security Solutions Expertise:

Experience with security solutions and supporting technologies, including a broad range of security-related issues and product sets, to provide top-notch client experiences.

* Technical Issue Resolution:
Experience in resolving complex technical issues, collaborating with development and other teams to identify and address root causes.

* Product Life Cycle Knowledge:

Experience with product development and growth throughout the product life cycle, including verifying product defects and enhancements.

* Technical Communication

Skills:

Experience in providing technical support to clients and/or field support, leveraging superior communication, client management, and problem determination skills.

* Cross-Functional Collaboration:

Experience working with cross-functional teams, including Development, Sales, Product Management, Services, and QA, to drive positive change in products.

Preferred technical and professional experience

* Broad Security Knowledge:

Experience with a wide range of security-related issues and product sets, enabling effective collaboration with development and other teams to resolve complex issues.

* Advanced Technical Support:
Experience providing technical support to clients and/or field support, utilizing superior communication, client management, and problem determination skills to deliver timely issue resolution.

* Product Development Insights:
Experience working with product development and growth throughout the product life cycle, including verifying product defects and enhancements, to contribute to ongoing product…