[Remote] Content Manager Support Engineer

Note: The job is a remote job and is open to candidates in USA. IBM is a leading enterprise in content management solutions, and they are seeking a Content Manager Support Engineer to provide technical support for their Content Manager product. The role involves assisting customers with problem determination, collaborating with cross-functional teams, and contributing to customer satisfaction through effective communication and technical expertise.ResponsibilitiesProvide technical support assistance to customers using problem determination/problem source identification skillsCommunicate action plans to the customer or IBM representative as appropriateReview 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 satisfactionPartner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skillsRecommend and implement new or improvements to existing technical support tools, procedures and processesContribute to department attainment of organizational objectives and high customer satisfactionDemonstrate proficiency in the products supported by maintaining applicable technical certificationsMay provide training for and mentorship for others on the teamDemonstrated communication skills to interact with enterprise customers, understand their issues, and guide them to resolutionAbility to document findings, create knowledge base articles, provide fixes and contribute to support toolingSkillsExperience with security solutions and supporting technologies, including a broad range of security-related issues and product sets, to provide top-notch client experiencesExperience in resolving complex technical issues, collaborating with development and other teams to identify and address root causesExperience with product development and growth throughout the product life cycle, including verifying product defects and enhancementsExperience in providing technical support to clients and/or field support, leveraging superior communication, client management, and problem determination skillsExperience working with cross-functional teams, including Development, Sales, Product Management, Services, and QA, to drive positive change in productsExperience with a wide range of security-related issues and product sets, enabling effective collaboration with development and other teams to resolve complex issuesExperience providing technical support to clients and/or field support, utilizing superior communication, client management, and problem determination skills to deliver timely issue resolutionExperience working with product development and growth throughout the product life cycle, including verifying product defects and enhancements, to contribute to ongoing product improvementsCompany OverviewIBM provides technology and consulting, including software, infrastructure systems, and cloud-based solutions. It was founded in 1911, and is headquartered in Armonk, New York, USA, with a workforce of 10001+ employees. Its website is http://www.ibm.com.Company H1B SponsorshipIBM has a track record of offering H1B sponsorships, with 279 in 2026, 2993 in 2025, 3258 in 2024, 2139 in 2023, 1807 in 2022, 1156 in 2021, 2669 in 2020. Please note that this does not guarantee sponsorship for this specific role.