We’re looking for a dynamic and technically proficient ISG Community Forum Lead to own and operate our customer-facing support forums for Lenovo’s Infrastructure Solutions Group (ISG) product line. This role sits at the intersection of technical diagnostics, customer support, and community engagement - making it ideal for someone who thrives in cross-functional environments and has a passion for helping enterprise customers solve complex server and data center issues.

As the Forum Lead, you'll act as both a trusted technical advisor and a community lead, ensuring that users receive accurate, timely, and actionable information while also driving engagement, maintaining platform health, and collaborating closely with engineering, product experts, and superusers.

What You’ll Do:

• Serve as the primary administrator and point of contact for Lenovo’s ISG support forums, ensuring operational stability, accuracy, and responsiveness.

• Monitor and respond to customer discussions around server hardware, firmware, system-level issues, and data center infrastructure.

• Leverage structured diagnostics, logs, traces, and system insights to identify root causes and guide customers toward resolution.

• Actively escalate unresolved or critical issues to global Product Engineering and development teams, contributing to solution development when needed.

• Write and moderate posts, statements, and knowledge base articles to help diffuse negative sentiment and improve customer self-service.

• Collaborate with internal stakeholders

• Analyze forum performance and trends using analytics tools to track KPIs and support data-driven improvements. Monitor content performance and identify outdated or underperforming materials for revision or removal.

• Act as a liaison between customers and business units, sharing product insights, recurring technical themes, and feedback.

• Create and maintain Knowledge Base content for ISG hardware products, ensuring technical accuracy and clarity as well as review and update existing articles and troubleshooters to reflect current product behavior and support standards.

• Propose and implement content improvements based on recurring support issues, customer feedback, and usability insights.

What You Bring:

• Strong understanding of server architecture, system diagnostics, and data center hardware/software integration.

• Proven ability to interpret system logs, analyze faults, and communicate complex findings in a clear, customer-friendly manner.

• Empathy, professionalism, and a collaborative mindset—especially when dealing with customer escalations.

• Familiarity with analytics tools, community platforms, and remote troubleshooting practices.

• Curiosity and adaptability to stay ahead of evolving ISG technologies.

• Fluent English and ability to work with global teams across time zones.