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Introduction

IBM Content Manager 8 (CM8) is an enterprise content management (ECM) system that helps organizations manage, store and retrieve digital content, handling a wide variety of content type. It offers a centralized, secure and scalable foundation to address full content management and workflow requirements for all content types. 

 

This role specializes in performing and enabling technical support for IBM Content Manager 8. Successful candidates will provide technical support assistance to customers using problem determination / problem 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.


Content Manager 8 is a critical component in the middleware stack and plays a key role in IBM's enterprise content management strategy. As a Customer Support Engineer, you will participate in the worldwide remote technical support team for our Content Manager 8 software. You will be part of an international team and organization that is distributed around the globe. You will act as a global team member contributing to seamless 24x7 "follow-the-sun" support for IBM's customers. You will be working with customers around the world.

 

You will go beyond the industry standard technical support practices and will become an expert of the product, with a strong knowledge of the product internal components as well as how the solution is utilized by customers. Your top priority is always going to be customer success and customer satisfaction, by answering their technical questions and resolving their product related issues you will contribute to their success.

 

This is going to be an excellent opportunity for you to work with the latest technologies and to grow your skills in one of IBM's key Content Manager products. You will be challenged to never stop learning, as we want you to grow for our customers, our company and finally for your own career.

Your role and responsibilities

The Content Manager 8 Technical Support engineer:

·       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.

 

This job can be performed anywhere in the United States.

 

Your 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.
  • Strong communication skills to interact with enterprise customers, understand their issues, and guide them to resolution. 
  • 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.
  • Ability to document findings, create knowledge base articles, and contribute to 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.  
Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise
  • Over 5 years of hands-on experience in IBM Content Manager v8 architecture, including libraries, resource managers, and database design. 
  • Experience with CM8 configuration, including item types, workflows, ACLs, and storage policies. 
  • Strong understanding of Content Manager eClient, IBM Content Navigator, and CM APIs (Java, C++, Javascript). 
  • Familiarity with WebSphere Application Server (WAS) and DB2 or Oracle Database as they relate to CM8 deployments. 
  • Experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting. 
  • Experience in Computer Networks and Communication 
  • Expertise in analyzing CM8 logs, traces, and system dumps to identify root causes of issues.
  • Ability to troubleshoot issues across application server, database, and content repository layers.
  • Experience resolving workflow issues, document retrieval failures, and indexing problems.
  • Experience in using WebSphere and DB2 logs and related debug toolchain for diagnostics in both application and data tier of the CM8 application.
  • Experience with CM8 APIs, including Java API, C++ API, and Web Services.
  • Familiarity with custom plug-ins, event handlers, and user exits.
  • Experience with Library Server and Resource Manager, configuration best-practices for scale and issue resolution.
  • Ability to investigate configuration related issues and resolve accordingly.
  • English: Fluent in speaking and writing
  • 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.
  • Experience supporting customers with enterprise-grade CM8 deployments with high availability and meeting SLA requirements. 
Preferred technical and professional experience
  • Bachelors degree in information technology
  • Knowledge of LDAP
  • At least 1 year experience in Technical Support
  • Experience with CM8  deployments. 
  • Exposure to enterprise content management (ECM) ecosystems including integration with external systems. 

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

  • Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
  • Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
  • Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
  • Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
  • Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. 

This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you.

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.