Software Developer

Skip to content IBM < Back to search results Software Developer PARAMUS, LOWELL, RESEARCH TRIANGLE PARK, DURHAM, San Jose, Austin, Texas, North Carolina, Massachusetts, California, New Jersey, United States Professional Email X LinkedIn Apply now 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.  This role specializes in performing and enabling technical support for IBM Content Manager OnDemand. Successful candidates will provide advanced 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 OnDemand 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 OnDemand 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 OnDemand Software developer 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.·       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.Your responsibilitiesProvide 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...