Software Engineering Content Manager OnDemand Technical Support Professional Professional Krakow, PL

IBM; Kraków; Hybrid; PLN 180,000 - 240,000; Full time

Job summary

A leading global technology company is seeking a Content Manager OnDemand Technical Support Engineer in Krakow. This role focuses on providing technical support solutions to customers, ensuring customer satisfaction, and enhancing existing support processes. The ideal candidate has extensive experience with CMOD architecture and strong analytical skills. This position offers a hybrid work arrangement with opportunities for professional growth.

Qualifications

• Over 5 years of hands-on experience with CMOD architecture.
• Experience in CMOD configuration, performance tuning, and capacity planning.
• Fluent in English, both speaking and writing.

Responsibilities

• Provide technical support assistance to customers.
• Utilize technical skills to prioritize and diagnose problems.
• Communicate action plans to customers.

Skills

CMOD architecture

Analytical thinking

Customer service

Log analysis

Debugging skills

Java programming

Network communication

Education

Bachelor's Degree

Master's Degree

Tools

CMOD

Linux

Windows

Database backends

Job description

Overview

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 technical support assistance to customers using problem determination / problem source identification skills, and will collaborate with development and other support organizations to recommend and implement improvements to existing support tools, procedures, and processes. The goal is to contribute to department goals and attain 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 and will be part of an international, distributed team that provides 24x7 follow-the-sun support for IBM's customers around the world.

You will become an expert on the product with strong knowledge of its internal components and how customers utilize the solution. Your top priority is customer success and satisfaction by answering technical questions and resolving product-related issues to drive customer success.

This is an excellent opportunity to work with the latest technologies and grow skills in IBM's Content Manager products, with a focus on continuous learning for the benefit of customers, the company, and your own career.

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.

Qualifications

• Required education: Bachelor's Degree
• Preferred education: Master's Degree
• Required technical and professional expertise: 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 Operating systems (Windows/Linux/UNIX) administration and troubleshooting.
• Experience in Computer Networks and Communication
• Advanced skills in log analysis, trace interpretation, and root cause identification.
• Experience with CMOD exits, user exits, and customizations.
• Ability to debug in Java, C/C++, or scripting languages used in CMOD integrations.
• 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).
• 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 CMOD deployments with high availability and meeting SLA requirements.
• Preferred technical and professional experience: Knowledge of LDAP
• At least 1 year experience in Technical Support
• Experience with CMOD on Cloud or hybrid 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

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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.

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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 500 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

• Job Title: Content Manager OnDemand Technical Support Engineer
• Job ID: 57951
• City / Township / Village: Krakow
• State / Province: Poland
• Work arrangement: Hybrid
• Area of work: Software Engineering
• Employment type: Regular
• Position type: Professional
• No Travel
• Shift: General (daytime)