Senior Tech Support Lead: Escalations & Ops

Honeywell Technologies; Town of Pittsford (NY); Sur place; USD 84 000 - 105 000; Plein temps

Avantages offerts par ce poste

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) match

Paid Time Off

Résumé du poste

Honeywell Technologies seeks a Level 2 Technical Support Supervisor to lead a team handling escalated and complex cases, delivering consistent, high-quality support and customer advocacy.

You will balance case management, coaching, and process improvements while partnering with Support leadership, Level 3, Engineering, Product, and Sales to accelerate resolutions and improve supportability.

Qualifications

• 5+ years in technical support or related function.
• 2+ years leading, supervising, or coaching technical support professionals.
• 2+ years managing complex customer escalations and cross-functional resolutions.
• 2+ years in support operations, SLA management, and KPIs.
• 2+ years of strong written and verbal communication and stakeholder coordination.

Responsabilités

• Lead, coach, and develop Level 2 support engineers and team leads.
• Own daily Level 2 operations, SLAs, and customer satisfaction targets.
• Guide complex troubleshooting and escalation planning with cross-functional teams.
• Coordinate with Level 3, Engineering, Product, and other partners.
• Develop playbooks, knowledge articles, and enablement materials.

Connaissances

Team leadership

Escalation management

Customer advocacy

SLA management

Cross-functional collaboration

Technical troubleshooting

Formation

Bachelor's degree in Engineering or related field

Outils

Salesforce

Rally

Zendesk

Description du poste

Honeywell Technologies seeks a Level 2 Technical Support Supervisor to lead a team handling escalated and complex cases, delivering consistent, high-quality support and customer advocacy.

You will balance case management, coaching, and process improvements while partnering with Support leadership, Level 3, Engineering, Product, and Sales to accelerate resolutions and improve supportability.