Techinical Support Specialist

Honeywell International Inc.; Framingham (MA); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Benefits package

Paid time off

Paid holidays

Parental leave

401(k) match

Job summary

Honeywell International Inc. in Framingham, MA is seeking a Level 1 Support Lead to oversee daily operations of the Tier 1 queue and mentor engineers. You will ensure timely routing, SLA compliance, and strong coaching to improve incident response.

The role requires practical support experience, data-driven analysis, and clear communication to report on queue health and performance. Join a team delivering critical, customer-focused solutions with comprehensive benefits.

Qualifications

• Minimum 2 years in a technical support role.
• Analytical skills to evaluate data from interactions and metrics.
• Strong verbal and written communication for reports and coaching.
• Coaching and mentoring abilities for support engineers.
• Attention to detail in assessing interactions and quality standards.
• Familiarity with support software, LMS, and communication tools.

Responsibilities

• Manage and prioritize the Level 1 case queue for timely resolution.
• Mentor Tier 1 engineers and drive skill development.
• Monitor SLA adherence and escalate approaching breaches.
• Perform regular queue reviews and reassignments as needed.
• Collaborate with Level 2/3 leads for smooth handoffs.
• Maintain knowledge base updates based on recurring issues.
• Participate in onboarding and training of new engineers.
• Track QA scores and report queue health weekly to the manager.

Skills

Technical support experience

Analytical skills

Communication skills

Coaching and mentoring

Attention to detail

Education

High School Diploma/GED or BA in IT/CS/Business

Tools

Support software

Learning Management Systems (LMS)

Communication tools

Job description

• Oversee day-to-day operations of the Level 1 support queue.
• Mentor and develop Tier 1 Support Engineers.
• Ensure SLA adherence and efficient case flow.

Job Scope

JOB DESCRIPTION

• Oversee day-to-day operations of the Level 1 support queue.
• Mentor and develop Tier 1 Support Engineers.
• Ensure SLA adherence and efficient case flow.

Responsibilities

• Manage and prioritize the Level 1 case queue, ensuring timely assignment and resolution.
• Monitor SLA compliance and elevate cases nearing breach.
• Provide mentorship and coaching to Tier 1 engineers, including shadowing, feedback sessions, and skill development.
• Conduct regular queue reviews to ensure proper case distribution and reassignment as needed.
• Collaborating with Level 2/3 leads to ensure smooth handoff of complex cases.
• Maintain documentation and knowledge base updates based on recurring Tier 1 issues.
• Participate in onboarding and training new support engineers.
• Quality Assurance Scores – measures the average scores given to technical support agents based on evaluations of their interactions with customers.
• Report weekly queue health and performance metrics to the Technical Support Manager.

Qualifications

You Must Have

• A minimum of 2 years of experience in a technical support role is expected to provide a strong foundation in customer service and technical troubleshooting.
• Analytical Skills - The ability to evaluate and interpret data from customer interactions, performance metrics, and feedback, enabling the specialist to identify trends and areas for improvement within the support team.
• Communication Skills - Strong verbal and written communication skills are essential for conveying feedback clearly and effectively to technical support agents, as well as for preparing reports and documentation.
• Coaching and Mentoring Abilities - Proficiency in coaching and mentoring agents to enhance their performance, including the ability to provide constructive criticism in a supportive and motivating manner.
• Attention to Detail - A keen eye for detail is crucial for accurately assessing interactions, recognizing inconsistencies, and ensuring that quality standards are met in every customer engagement.
• Technical Proficiency - Familiarity with customer support software, Learning Management Systems (LMS), and communication tools is necessary for evaluating interactions and facilitating training programs effectively.

We Value

• High School Diploma/GED or BA in Information Technology, Computer Science, Business Administration, or a related area is often preferred.

Additional Details

The hourly range for this position is $24.52 - $30.65. Please note that this compensation information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.

In addition to a performance-driven salary, cutting-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer-subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit: Benefits at Honeywell

The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.

Posting Date

10/19/2026

About Honeywell Technologies

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial, and process sectors with a broad portfolio of services, solutions, and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.

THE BUSINESS UNIT

Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally. To learn more, please visit https://buildings.honeywell.com/

About Us

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.