Content Manager OnDemand Technical Support Professional
Introduction
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 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 OnDemand 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 OnDemand 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
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.
This job can be performed anywhere in the United States.
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
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Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise
- Over 5 years of hands-on experience in 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).
- English: Fluent 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
- Bachelors degree in information technology
- 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.
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OTHER RELEVANT JOB DETAILS
IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences
The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.
This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you.
We consider qualified applicants with criminal histories, consistent with applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
Perks and Benefits
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Parental Benefits
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