IBM
Content Manager OnDemand Software Developer Support Engineer
IBM, San Jose, California, United States, 95199
Content Manager OnDemand Software Developer Support Engineer
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 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, and contributing to department goals. As a Customer Support Engineer, you will participate in the worldwide remote technical support team, acting as a global team member delivering seamless 24×7 "follow‑the‑sun" support across IBM’s worldwide customer base.
Content Manager OnDemand is a critical component of the middleware stack and plays a key role in IBM's enterprise content management strategy. Your top priority is always customer success and satisfaction—answering technical questions and resolving product‑related issues to contribute to customer success. This is an excellent opportunity to work with the latest technologies, grow your skills, and achieve lifelong learning and career growth.
Your Responsibilities
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.
Checks in code and delivers fixes as needed.
Provides training and mentors others on the team.
Contributes to department attainment of organizational objectives and high customer satisfaction.
Develops and maintains technical documentation, processes and troubleshooting guides.
Manages requests and priorities daily.
Configures Content Manager OnDemand environments for support and education.
Reviews diagnostic information to assist in isolation of a problem cause (including interpreting traces).
Provides technical support within established guidelines, demonstrating soft skills and technical expertise that contribute to client satisfaction.
Partners with other support teams and service units to provide seamless problem resolution, leading to delightful client perceptions.
Recommends and implements improvements to existing technical support tools, procedures and processes.
Demonstrates proficiency in the products supported by maintaining applicable technical certifications.
Communicates effectively with enterprise customers, understanding their issues and guiding them to resolution.
Documents findings, creates knowledge‑base articles, provides fixes and contributes to support tooling.
Qualifications Preferred Education Bachelor's Degree
Required Technical And Professional Expertise
Over 5 years of hands‑on product development experience.
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).
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 ARSWWW.
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 and 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 recommending solutions.
Preferred Technical And Professional Experience
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 ARSWWW.
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 recommending solutions.
This job can be performed anywhere in the United States.
Referrals increase your chances of interviewing at IBM by 2x.
#J-18808-Ljbffr
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 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, and contributing to department goals. As a Customer Support Engineer, you will participate in the worldwide remote technical support team, acting as a global team member delivering seamless 24×7 "follow‑the‑sun" support across IBM’s worldwide customer base.
Content Manager OnDemand is a critical component of the middleware stack and plays a key role in IBM's enterprise content management strategy. Your top priority is always customer success and satisfaction—answering technical questions and resolving product‑related issues to contribute to customer success. This is an excellent opportunity to work with the latest technologies, grow your skills, and achieve lifelong learning and career growth.
Your Responsibilities
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.
Checks in code and delivers fixes as needed.
Provides training and mentors others on the team.
Contributes to department attainment of organizational objectives and high customer satisfaction.
Develops and maintains technical documentation, processes and troubleshooting guides.
Manages requests and priorities daily.
Configures Content Manager OnDemand environments for support and education.
Reviews diagnostic information to assist in isolation of a problem cause (including interpreting traces).
Provides technical support within established guidelines, demonstrating soft skills and technical expertise that contribute to client satisfaction.
Partners with other support teams and service units to provide seamless problem resolution, leading to delightful client perceptions.
Recommends and implements improvements to existing technical support tools, procedures and processes.
Demonstrates proficiency in the products supported by maintaining applicable technical certifications.
Communicates effectively with enterprise customers, understanding their issues and guiding them to resolution.
Documents findings, creates knowledge‑base articles, provides fixes and contributes to support tooling.
Qualifications Preferred Education Bachelor's Degree
Required Technical And Professional Expertise
Over 5 years of hands‑on product development experience.
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).
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 ARSWWW.
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 and 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 recommending solutions.
Preferred Technical And Professional Experience
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 ARSWWW.
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 recommending solutions.
This job can be performed anywhere in the United States.
Referrals increase your chances of interviewing at IBM by 2x.
#J-18808-Ljbffr