Content Manager OnDemand Software Developer Support Engineer

The Content Manager OnDemand 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 OnDemand 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. 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 , 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. Over 5 years of hands-on experience with  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  Operating systems  (Windows/Linux/UNIX) administration and troubleshooting.
Experience in  Computer Networks and Communication 
 Advanced skills in log analysis, trace interpretation, and root cause identification. 
Experience with  CMOD exits , user exits, and customizations.
Ability to debug in Java, C/C++, or scripting languages used in CMOD integrations. 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).
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 CMOD deployments  with high availability and meeting SLA requirements.
Preferred technical and professional experience Knowledge of LDAP Experience with  CMOD on Cloud  or hybrid deployments.
Exposure to  enterprise content management (ECM)  ecosystems including integration with external systems.