Key skills
CC++ & JavaLog analysisRoot cause identificationCMOD architectureSoftware development lifecycleDatabase backendsAPIsSDKsOperating systems administrationCustomer service attitudeAnalytical thinkingStructured problem-solvingTechnical documentationCommunication skillsJavaC++SQLOracleSQL ServerLDAPCommunicationCollaborationNegotiation
About this role
IBM is a leader in enterprise content management solutions, and they are seeking a Content Manager OnDemand Software Developer Support Engineer. This role involves providing advanced technical support for IBM's Content Manager OnDemand, collaborating with customers and support teams to ensure high levels of customer satisfaction and success.
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
- 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
- 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
Requirements:
- Over 5 years of hands-on experience with Product development
- 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)
- 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
- 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 recommend solutions