IBM · 6 hours ago
Content Manager OnDemand Technical Support Professional
United States
Full-time
Remote
Senior Level
5+ years expIBM is a leading technology company known for its enterprise content management solutions. The Content Manager OnDemand Technical Support Professional will provide technical support to customers, ensuring high satisfaction by resolving product-related issues and contributing to the development of support processes.
Business DevelopmentBusiness Information SystemsCRMData ManagementSoftware
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
Recommends and implements new or improvements to existing technical support tools, procedures, and processes
May provide training for and mentor others on the team
Contributes to department attainment of organizational objectives and high customer satisfaction
Documents problem solutions within the company knowledge base
Manages requests and priorities daily
Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance
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
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, and contribute to support tooling
Qualification
Required
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)
Preferred
Ability to debug in Java, C/C++, or scripting languages used in CMOD integrations
Over 5 years of hands-on experience with 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 Operating systems (Windows/Linux/UNIX) administration and troubleshooting
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
At least 1 year experience in Technical Support
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
Company
IBM
IBM is an IT technology and consulting firm providing computer hardware, software, infrastructure, and hosting services.
10001+ employees
H1B Sponsorship
IBM has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2577)
2024 (3320)
2023 (2166)
2022 (1814)
2021 (1157)
2020 (2669)
Funding
Current Stage
Public CompanyTotal Funding
unknown2011-01-14IPO
Leadership Team
Alain Bénichou
Chief Executive Officer, IBM Greater China Group
Alex Yang
CTO and Chief Architect
Recent News
The Register
2025-12-30
2025-12-30
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