IBM Software Technical Support, Enterpise Content Management

Introduction
At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.

Your Role and Responsibilities
The Technical Support Engineer will assist our Clients in the resolution of critical issues impacting their day to day business. The Support Engineer will lead the problem resolution process through analysis and troubleshooting of billing, account, technical issues and problems, with variety of complexity, through deployment of solutions or workarounds to ensure client satisfaction as they help to minimize business impact. The Support Engineer will create and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve effectiveness of the IBM teams. You will coordinate and collaborate with Development, Services, and Field teams to ensure technical solutions are relevant, timely and effective. You will collaborate with Development to drive product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback.

Required Technical and Professional Expertise
Problem solving, Customer Service and Collaboration/Teamwork are critical in this role. The candidate should understand database management systems (DBMS) such as IBMDB2, Microsoft SQL Server, Oracle, MySQL, or PostgreSQL; Basic understanding of web development technologies (HTML, CSS, JavaScript); Strong analytical and problem-solving skills to diagnose and resolve technical issues; Familiarity with troubleshooting tools and techniques for identifying root causes of problems, such as log analysis, performance monitoring, and debugging; Understanding the essential components of modern IT infrastructure of LDAP protocol and load balancing technique.

Preferred Technical and Professional Expertise
Enterprise Content Management (ECM) platform knowledge such as Sharepoint, Filenet, Email, Documents would be a plus; Understanding of ECM architecture, features & capabilities including document management, records management, workflow automation and collaborative tools; Familiarity with Java based application server such as Websphere Application Server and Websphere Liberty would be a great advantage.