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Note: The job is a remote job and is open to candidates in USA. IBM 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. 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 Skills • 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 • 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 Overview • Welcome to Jobs via Dice, the go-to destination for discovering the tech jobs you want. It was founded in undefined, and is headquartered in , with a workforce of 0-1 employees. Its website is https://www.dice.com.