General Information

Req #
Career area:
Hardware Engineering
United States of America
North Carolina
Friday, August 27, 2021
Working time:

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. 

And we go big. No, not big—huge.

We’re not just a Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re in 180 markets, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, we help millions—not just the select few—experience our version of a smarter future. 

The one thing that’s missing? Well… you...

Description and Requirements

Every employee at Lenovo is focused on moving forward, rejecting traditional limits, and always seeking a better way.  This is how we develop “Smarter technology for all”.

Lenovo’s Cloud & Software Organization is seeking an Advisory Cloud Support Engineer to serve as the L3 point of contact for our Enterprise customers for multiple cloud-based solutions such as Home Edge Cloud, ThinkReality, VR Classroom, and Commercial AR solutions.  The ideal candidate must be proactive, proactively perform root cause analysis, exhibit the ability to work effectively with cross functional worldwide teams of engineers, and have a customer first mentality. 

In this role, you will be part of an agile software development organization, on a team focused on putting our customers first. You will have the opportunity to work with both local and globally distributed software development engineers and DevOps engineers, as well as Lenovo’s Services & Support organization.  You will be tasked with using your technical knowledge, to resolve critical customer cases, then documenting root cause and corrective action, for future product improvements.

Description of Role:  

·       Serve as the technical lead for cloud-based solutions such as Home Edge Cloud, ThinkReality, VR Classroom, and Commercial AR solutions.

·       Perform root cause corrective action to customer incidents as raised through the customer incident portal with a sense of urgency.

·       Communicate issue management status, with the L2 team, as well as other internal stakeholders, in English.

·       Escalate issues to development team, by opening Jira tickets, or the tool determined by the team.

·       Focus on product Customer Experience (CX) by building a repository of resolved customer issues that can be added to the PD (problem determination) trees, as well as communicated back to the product development team.  In addition, the candidate should proactively look for opportunities to implement process improvements that leads to a positive customer sentiment.

·       Learn from previous customer issues, in order to become a subject matter expert for the solutions support and reduce meantime to resolution.

·       Identify and implement automated processes to improve speed to closure for repetitive tasks (e.g., account creation requests)

·       Use technical skills to perform investigative tasks in order to solve problems quickly and independently

·       Serve as a connection point between world-wide support teams

Position Requirements

·       Bachelor’s degree in a computer discipline preferred.

·       3+ years of experience in providing support for Cloud based solutions

o   Knowledge on distributed tracing and leveraging DataDog

o   Demonstrated ability to query relational and NoSQL databases

o   Ability to navigate AWS accounts

·       3+ years of experience with debugging issues on the Windows and Android platforms.

·       3+ years of experience in performing root cause and defining corrective action

·       3+ years of experience in performing log analysis from cloud hosted software

·       3+ years of experience in analyzing logs for performance issues, configuration errors, or access errors and triage of production events

Preferred Qualifications

·       Knowledge and understanding of Infrastructure as a Service (IaaS) and Platform as a Service (PaaS)

·       Strong communicator: English speaking; excellent written and oral skills are a must, as the individual must have the ability to effectively communicate to all levels of staff, management, and customers.

·       Customer Centric Mindset: Must have a “customer first” mentality to ensure customer cases are handled with care (accurately, professionally, and within the SLA outlined in the agreement).

·       Customer Centric: Must be able to handle complaints with positivity

·       Independent and proactive thinker who can manage their own workload

·       Ability to work effectively with wide range of individuals across a diverse and global community

·       Experience with both Windows and Android operating systems

·       Familiarity with JIRA, Confluence

·       Microsoft Office suite

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.