Senior Technical Support Leader: Excellence in Service

Honeywell Technologies

Town of Pittsford (NY)

On-site

USD 136,000 - 170,000

Full time

5 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

Medical, Dental, Vision insurance

401(k) match

Paid time off

Job summary

Honeywell Technologies is seeking a Senior Technical Support Manager to lead a high-performing team delivering world-class technical support across regions. You will partner with Product Management, Engineering, Customer Success, Sales, and Operations to ensure service excellence, resolve complex issues, and drive continuous process improvements.

The role emphasizes strategic leadership, escalation management, and KPI-driven operations, with responsibilities spanning coaching, staffing, and

Qualifications

8+ years of experience in technical support, customer support, or service delivery roles.
5+ years of experience leading technical support teams and managers.
5+ years of demonstrated experience managing complex customer escalations.
5+ years of strong understanding of customer support operations, SLA management, and service excellence frameworks.
5+ years of experience working cross‑functionally with Engineering, Product Management, and Customer Success teams.
5+ years of excellent communication, presentation, and stakeholder management skills.
5+ years of proven ability to lead organizational change and continuous improvement initiatives.

Responsibilities

Lead, coach, mentor, and develop a team of technical support managers, team leads, and support engineers.
Own support operations, ensuring SLAs, response times, and customer satisfaction targets.
Act as senior escalation point for critical customer issues and coordinate cross‑functional efforts.
Guide teams through complex technical troubleshooting and problem resolution.
Develop and execute a support strategy aligned with business objectives and drive continuous improvement.