Support Engineer

IBM is a leading technology company known for its enterprise content management solutions. They are seeking a Support Engineer who will provide advanced technical support for the IBM Content Manager OnDemand software, ensuring high customer satisfaction through effective problem resolution and collaboration with various support teams.

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
• Demonstrated 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 2 years of hands-on experience with Product Support
• 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
• 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
• Demonstrated 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
• Bachelor's Degree
• Familiarity with APIs and SDKs used for CMOD integration (e.g., ODWEK, REST APIs)
• 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