Senior Level 2 Support Lead - Escalations & Coaching

Honeywell INC.

Town of Pittsford (NY)

On-site

USD 84,000 - 105,000

Full time

14 days+

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Benefits offered by this job

Comprehensive benefits package

12 Paid Holidays

401(k) match

Job summary

Honeywell seeks a Level 2 Technical Support Supervisor to provide hands-on leadership for a team handling escalated and complex cases. The role balances daily case management, technical guidance, customer advocacy, and process improvement to deliver an exceptional support experience.

This supervisor partners with Support leadership, Level 3, Product, Eng, Customer Success, Sales, and Operations to accelerate issue resolution, identify recurring problems, improve supportability, and strengthen

Qualifications

Bachelor's degree in a technical discipline (STEM) from an accredited institution.
5+ years in technical support or related function.
2+ years leading, supervising, or coaching technical support professionals.
2+ years managing complex escalations and coordinating cross-functional resolution.
2+ years strong understanding of support operations, SLA management, and case management.
2+ years of excellent written and verbal communication, customer management, and stakeholder coordination.
2+ years of ability to interpret operational metrics and drive continuous improvement.

Responsibilities

Lead, coach, and develop Level 2 support engineers and team leads.
Establish clear performance expectations and provide regular feedback.
Promote a culture of accountability, customer focus, collaboration, knowledge sharing, and continuous improvement.
Support staffing, workload balancing, onboarding, hiring, succession planning, engagement, and retention activities.
Own daily Level 2 support operations and delivery against SLAs and customer satisfaction targets.
Monitor case assignment, backlog health, aging, productivity, and escalation rates.
Ensure escalated cases are documented and tracked in Salesforce and Rally.
Coordinate cross-functional response efforts with Level 3, Eng, Product, and other partners.
Develop and maintain advanced troubleshooting playbooks and knowledge articles.