Content Manager OnDemand Software Developer Support Engineer

Content Manager OnDemand Software Developer Support Engineer

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Content Manager OnDemand Software Developer Support Engineer

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IBM . 4 days ago – be among the first 25 applicants.

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.

Job Overview

This role specializes in performing and enabling technical support for IBM Content Manager OnDemand. Successful candidates will provide advanced technical support assistance to customers using problem determination and 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.

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, contributing to seamless 24x7 "follow‑the‑sun" support for IBM’s customers worldwide.

The role requires you to become an expert of the product, with a strong knowledge of its internal components and how the solution is utilized by customers. Your top priority is always to achieve customer success and satisfaction by answering technical questions and resolving product‑related issues to contribute to their success.

Responsibilities

Provides technical support assistance to customers using problem determination / problem source identification skills.

Utilizes technical and negotiation skills to prioritize and diagnose problems to resolution.

Communicates action plans to the customer or IBM representative as appropriate.

Checks in code and delivers fixes as needed.

May provide training for and mentor others on the team.

Contributes to department attainment of organizational objectives and high customer satisfaction.

Develops and maintains technical documentation, processes and troubleshooting guides.

Manages requests and priorities daily.

Configures Content Manager OnDemand environments for support and education.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

Over 5 years of hands‑on experience with product development.

Strong experience as a full‑time software developer in C, C++, and 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).

Preferred Technical And Professional Experience

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 ecosystems including integration with external systems.

Demonstrated communication skills.

Analytical thinking and 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.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Marketing, Public Relations, and Writing / Editing

Industry

IT Services and IT Consulting

Location & Compensation

Raleigh, NC $110,000.00‑$162,000.00 (Posted 2 months ago)

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