Content Manager 8 Software Developer Support Engineer

The Content Manager 8 Software developer 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. Check in code and deliver fixes as needed. 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.  Your 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. Strong 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 Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Strong experience working as a software developer support engineer. Solid understanding of software development lifecycle and tools. In-depth knowledge of  IBM Content Manager v8 architecture , including libraries, resource managers, and database design.
Over 5 years of hands-on experience with  CM8 configuration , including item types, workflows, ACLs, and storage policies.
Strong understanding of  Content Manager eClient ,  IBM Content Navigator , and  CM APIs (Java, C++, Javascript) .
Familiarity with  WebSphere Application Server (WAS)  and  DB2 or Oracle Database  as they relate to CM8 deployments.
Experience in  Operating systems  (Windows/Linux/UNIX) administration and troubleshooting.
Experience in  Computer Networks and Communication 
 Expertise in analyzing CM8 logs, traces, and system dumps to identify root causes of issues.   
 Ability to troubleshoot issues across application server, database, and content repository layers.   
 Experience resolving workflow issues, document retrieval failures, and indexing problems.   
 Experience in using WebSphere and DB2 logs and related debug toolchain for diagnostics in both application and data tier of the CM8 application.   
 Experience with CM8 APIs, including Java API, C++ API, and Web Services.   
 Familiarity with custom plug-ins, event handlers, and user exits.   
 Experience with Library Server and Resource Manager, configuration best-practices for scale and issue resolution.   
 Ability to investigate configuration related issues and resolve accordingly.   
EnglishFluent in speaking and writing 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. Experience supporting customers with  enterprise-grade CM8 deployments  with high availability and meeting SLA requirements.
Preferred technical and professional experience Knowledge of LDAP Experience with  CM8  deployments.
Exposure to  enterprise content management (ECM)  ecosystems including integration with external systems.