Content Manager OnDemand Software Developer Support Engineer

Content Manager OnDemand Software Developer Support Engineer

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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.

Your Role And 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.
• Check in code and deliver fixes as needed.
• 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 OnDemand environments for support and education.

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).
• 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, provide fixes and contribute to support tooling.
• This job can be performed anywhere in the United States.

Preferred Education
Bachelor's Degree.

Required Technical And Professional Expertise

• 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 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 supporting customers with enterprise‑grade CMOD deployments with high availability and meeting SLA requirements.
• Experience with CMOD on Cloud or hybrid deployments.
• Knowledge of LDAP.
• Experience with CMOD exits, user exits, and customizations.
• Experience in Computer Networks and Communication.
• Exposure to enterprise content management (ECM) ecosystems including integration with external systems.
• Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions.
• 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.