Technical Support Engineer - Waukesha, WI

Lenovo; Morrisville (NC); Hybrid; USD 73,000 - 112,000; Full time

Job summary

Lenovo invites applications for a Technical Support Engineer to join our enterprise services team. Based on a hybrid schedule, primarily at our Waukesha, WI location with travel as needed, you will advocate for customers and coordinate resolution with PE, Development, Sales and Services leadership to deliver high-quality support.

You will lead complex issue resolution, manage service delivery against contracts, and help drive improvements in processes and customer satisfaction across multiple

Qualifications

• 5+ years of experience managing enterprise customer escalations.
• 7+ years of IT troubleshooting in an enterprise environment.
• Associate’s or Bachelor’s degree in IT, Engineering, Mathematics, or related field.

Responsibilities

• Lead customer escalation responses and coordinate cross-functional teams.
• Manage service delivery and ensure alignment with contractual obligations.
• Drive continuous improvement in service delivery processes.
• Travel to customer sites as needed.
• Collaborate with Product Engineering, Development, and Sales leadership.

Skills

Customer relationship management

Escalation management

Technical troubleshooting

Communication skills

Education

Associate’s degree + 5+ years experience

Bachelor’s degree in IT/Engineering/Math

Tools

SUSE Linux

Job description

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .

Description and Requirements

About the Role

The Technical Support Engineer serves as the primary operational and technical point of contact for assigned customers, ensuring timely responsiveness, issue resolution, and an exceptional support experience. Acting as the customer advocate within Lenovo, the SME collaborates closely with customers, service delivery teams, Product Engineering (PE), Development, Sales, and Services leadership to drive service excellence.

This position will work on a hybrid schedule to our Waukesha, WI location and will also include local travel as needed.

Key Responsibilities

Customer Relationship & Escalation Management

• Serve as the primary point of contact for operational and service-related customer issues.
• Act as a trusted advisor and advocate for customers across the Lenovo organization.
• Build and maintain strong relationships with customer stakeholders and leadership teams.
• Coordinate and conduct regular operational meetings, and status calls.
• Manage escalated issues through resolution, engaging Product Engineering, Development, and other support teams as needed.
• Effectively communicate service updates, action plans, and resolution progress to customers and internal stakeholders.

Service Delivery & Technical Leadership

• Lead complex service delivery activities and ensure compliance with contractual support obligations.
• Coordinate technical issue management across cross-functional teams to deliver effective solutions.
• Troubleshoot and manage complex enterprise-level technical issues.
• Be accountable for the overall quality of services delivered to assigned customers.
• Ensure current and future service demands are understood and incorporated into capacity planning activities.

Continuous Improvement & Operational Excellence

• Develop and coordinate proactive support initiatives that improve customer satisfaction and operational performance.
• Identify process gaps and implement new or improved service delivery processes and procedures.
• Lead continuous improvement efforts focused on quality, efficiency, scalability, and cost reduction.
• Analyze service trends, customer feedback, and operational metrics to drive improvements.
• Write and maintain customized support processes, workflows, and documentation.

Project & Program Management

• Manage customer-facing projects and internal service improvement initiatives.
• Coordinate activities across multiple teams to ensure project milestones and objectives are achieved.
• Balance multiple priorities and projects while aligning efforts to business and customer objectives.
• Drive initiatives from planning through execution while meeting deadlines and performance expectations.

Business & Customer Engagement

• Develop an understanding of customer business operations, organizational culture, industry trends, and strategic objectives.
• Identify opportunities to improve customer perceptions of Lenovo services and support.
• Partner with internal teams to prioritize customer requirements and drive long-term improvements.
• Travel regularly to customer sites to conduct operational reviews, relationship-building activities, and support service delivery when required.

Basic Qualifications

• 5+yrs of Experience managing enterprise customer escalation with the business.
• 7+yrs of Technical troubleshooting and problem-solving experience in an Information Technology organization.
• Associate’s Degree AND 5+yrs of working experience OR Bachelor’s Degree in Information Technology, Engineering, Mathematics, or related field.

Preferred Qualifications

• Hands-on Experience troubleshooting with SUSE Linux.
• Experience leading cross-functional teams and driving issue resolution across multiple organizations.
• Demonstrated ability to manage multiple projects simultaneously while meeting business objectives.
• Excellent verbal, written, and presentation communication skills.
• Strong analytical, organizational, and decision-making abilities.
• Ability to work effectively under pressure and drive critical issues to resolution.
• Experience developing operational processes, procedures, and continuous improvement initiatives.
• Comfortable interacting with all levels of customer leadership, executives, and internal stakeholders.
• Experience in enterprise services, support delivery, account management, or technical service management.
• Experience working directly with Product Engineering, Development, and Support organizations.
• Strong understanding of enterprise customer environments and contractual support services.

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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations: * United States of America - Wisconsin

PAY TRANSPARENCY

The anticipated annual compensation range for this position is73,100–112,125 USD. Final compensation will be based on relevant experience, skills, and business considerations. Individuals may also be considered for bonuses and/or commissions. Lenovo’s various benefits can be found at www.lenovobenefits.com

In compliance with Colorado’s Equal Pay for Equal Work Act (EPEWA), the expected application deadline for this position is 11-30-2026. This requirement applies to both internal and external candidates.

If you require an accommodation to complete this application, please [e-mail]