Introduction

IBM Content Manager 8 (CM8) is an enterprise content management (ECM) system that helps organizations manage, store and retrieve digital content, handling a wide variety of content type. It offers a centralized, secure and scalable foundation to address full content management and workflow requirements for all content types.

This role specializes in performing and enabling technical support for IBM Content Manager 8. Successful candidates will provide advanced 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 8 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 8 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.

The Content Manager 8 Software Developer 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.
Maintain and enhance Java based and C++ based components
Debug issues, resolve and deliver fixes.
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 8 environments for support and education.

Your Role And 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).

Maintain Java and C++ components on multiplatform systems.

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.

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. 

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

Over 5 years of hands-on experience with Product development.

Solid understanding of software development lifecycle and tools.

Experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting. 

Strong experience working as a full-time software developer in Java, C/C++.

Familiarity with WebSphere Application Server (WAS)

Familiarity with database backends (DB2, Oracle, SQL Server). 

Familiarity with APIs and SDKs, (e.g., ODWEK, REST APIs) and Web Services. 

Strong developer skills, including working with CI/CD pipelines, IDEs and complex components.

Familiarity with custom plug-ins, event handlers, and user exits. 

Expertise in analyzing logs, traces, and system dumps to identify root causes of issues.  

Ability to troubleshoot issues across application server, database, and content repository layers. 

Experience resolving workflow issues, document retrieval failures, and indexing problems. 

Ability to investigate configuration related issues and resolve accordingly. 

Strong 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.

Preferred Technical And Professional Experience

Experience with CM8 deployments.

Over 5 years of hands-on experience with CM8 configuration, including item types, workflows, ACLs, and storage policies. 

Exposure to enterprise content management (ECM) ecosystems including integration with external systems. 

In-depth knowledge of IBM Content Manager v8 architecture, including libraries, resource managers, and database design. 

Strong understanding of Content Manager eClient, IBM Content Navigator, and CM APIs.

Experience with CM8 APIs, including Java API, C++ API, and Web Services. 

Experience with Library Server and Resource Manager, configuration best-practices for scale and issue resolution.  

Knowledge of LDAP

Experience in using WebSphere and DB2 logs and related debug toolchain for diagnostics in both application and data tier of the CM8 application. 

Experience supporting customers with enterprise-grade CM8 deployments with high availability and meeting SLA requirements. 

Exposure to enterprise content management (ECM) ecosystems including integration with external systems.

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