Job
Description
The Content Manager OnDemand Technical 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. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high customer satisfaction. Documents problem solutions within the company knowledge base. Manages requests and priorities daily. 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. Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance. 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 , and contribute to support tooling.
Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise 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 At least 1 year experience in Technical Support Experience with CMOD on Cloud or hybrid deployments.
Exposure to enterprise content management (ECM) ecosystems including integration with external systems.
