Jobs via Dice ยท 3 days ago
Content Manager OnDemand Technical Support Professional
United States
Full-time
Remote
Senior Level
5+ years expIBM is a leading technology and consulting company specializing in enterprise content management solutions. They are seeking a Content Manager OnDemand Technical Support Professional to provide technical support to customers, troubleshoot issues, and enhance support processes while ensuring high customer satisfaction.
Computer Software
No H1B
U.S. Citizen Only
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
Provide technical support assistance to customers using problem determination/problem source identification skills
Communicate action plans to the customer or IBM representative as appropriate
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
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
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
High School Diploma/GED
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)
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
At least 1 year experience in Technical Support
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
Bachelor's Degree
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 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
Company
Jobs via Dice
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0-1 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase