Content Manager OnDemand Technical Support Engineer

IBM

United States

United States

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Über

Introduction Join IBM's innovative team as a Content Manager OnDemand (CMOD) Technical Support Engineer. CMOD is a cutting-edge enterprise content management solution designed for high-volume document and report management. In this dynamic role, you will be crucial in delivering technical support and enhancing customer satisfaction through expert problem resolution. As part of our global remote support team, you will engage with customers worldwide, providing essential assistance and ensuring their success with our Content Manager OnDemand software. Exciting opportunities for personal growth and technical skill enhancement await you as you engage with the latest technologies. Your Role and Responsibilities In this role, you will: Offer technical support to customers by applying strong problem determination and source identification skills. Collaborate with support operations to prioritize, diagnose, and resolve customer issues effectively. Clearly communicate action plans to customers and IBM representatives. Propose and implement improvements to existing technical support tools and processes. Train and mentor team members to enhance overall team performance. Contribute toward departmental goals by maintaining high customer satisfaction levels. Document problem resolutions in the company knowledge base for future reference. Manage daily requests and set priorities thoughtfully. Your essential responsibilities include: Providing technical support assistance to customers with a focus on problem resolution. Reviewing diagnostic information to identify root causes of issues. Maintaining and demonstrating proficiency in supported products through applicable technical certifications. Collaborating with cross-functional teams to ensure smooth problem resolution. Documenting findings and contributing to knowledge base articles. Required Technical and Professional Expertise To succeed in this role, you should have: 5+ years of hands-on experience in product development. Extensive knowledge and experience in software development with C, C++, and Java. Solid understanding of the software development lifecycle and relevant tools. Familiarity with operating systems (Windows/Linux/UNIX) and their administration. Advanced skills in log analysis, trace interpretation, and root cause analysis. Familiarity with database systems (DB2, Oracle, SQL Server) and their interactions with CMOD. Experience with APIs and SDKs utilized in CMOD integration (e.g., ODWEK, REST APIs). Preferred Technical and Professional Experience Additionally, we value: 5+ years of experience with CMOD architecture and deployment models. Proficiency in CMOD configuration and performance tuning. Knowledge of CMOD indexing, retrieval, and archival processes. Familiarity with ARS logs and troubleshooting related services. Strong communication skills and a customer-focused attitude. Experience with enterprise content management ecosystems and cloud/hybrid deployments. This position is open to candidates across the United States. Join IBM, a forward-thinking company committed to diversity and creating an inclusive environment. All qualified applicants will receive consideration for employment regardless of various characteristics, including race, gender, and disability.

United States

Sprachkenntnisse

English

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