{"id":1651072,"url":"https://alion.io/job/honeywell-sr-technical-support-supervisor","title":"Sr Technical Support Supervisor","company":{"id":15856,"name":"Honeywell","domain":"honeywell.com","url":"https://alion.io/company/honeywell-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":83,"open_postings":50,"ghost_share":0,"stale_share":0.88,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-10-06T05:45:30Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pittsford, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":83600,"max":105000,"currency":"USD","period":"year","gross":null,"usd_annual":105000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-01T21:38:10Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-06T21:49:08Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"The Level 2 Technical Support Supervisor provides hands-on operational and people leadership for a team of technical support professionals responsible for escalated and technically complex cases. The role balances daily case management, technical guidance, customer advocacy, coaching, and process improvement to deliver a consistent and exceptional support experience.\nThis supervisor partners with Support leadership, Level 3 support, Product Management, Engineering, Customer Success, Sales, and Operations to accelerate issue resolution, identify recurring problems, improve product supportability, and strengthen team capability.\n Core Responsibilities\nTeam Leadership and Development\nLead, coach, mentor, and develop Level 2 support engineers and team leads.\nEstablish clear performance expectations, provide regular feedback, and support individual development plans.\nPromote a culture of accountability, customer focus, collaboration, knowledge sharing, and continuous improvement.\nSupport staffing, workload balancing, onboarding, hiring, succession planning, engagement, and retention activities.\nEnsure the team maintains the technical skills, product knowledge, and support practices required for Level 2 case ownership.\nSupport Operations and Case Management\nOwn daily Level 2 support operations and delivery against service-level agreements, response commitments, and customer satisfaction targets.\nMonitor case assignment, backlog health, case aging, productivity, escalation rates, resolution time, and customer communication.\nEnsure escalated cases are properly documented and tracked in approved case and work-management systems, including Salesforce and Rally where applicable.\nEnsure ownership, updates, resolutions, and downstream escalations are completed within established SLAs.\nOptimize workflows, case-management practices, and resource allocation to improve operational efficiency and consistency.\nEscalation Management and Customer Advocacy\nServe as the primary supervisory escalation point for complex, high-impact, or time-sensitive Level 2 customer issues.\nGuide the team through advanced troubleshooting, problem isolation, and resolution planning.\nCoordinate cross-functional response efforts with Level 3 support, Engineering, Product, and other partners.\nProvide clear, timely communication to customers, support leaders, and business stakeholders during major escalations.\nAdvocate for customer needs and ensure significant issues receive appropriate root cause analysis and corrective action follow-through.\nTechnical Leadership and Cross-Functional Partnership\nMaintain a strong working understanding of supported products, technologies, architectures, and support methodologies.\nPartner with Engineering and Product teams to address recurring issues, known defects, product gaps, and supportability concerns.\nParticipate in bug triage, product release readiness, and post-incident review activities.\nDevelop and maintain advanced troubleshooting playbooks, knowledge articles, enablement materials, and support documentation.\nEnsure incident learnings, root causes, workarounds, and corrective actions are documented and shared.\nContinuous Improvement and Reporting\nAnalyze case trends, customer feedback, and operational data to identify improvement opportunities.\nDrive improvements in case management, knowledge management, automation, support tooling, and escalation processes.\nProvide data-driven recommendations to support leadership regarding tooling, processes, training, and technical priorities.\nSupport organizational change, standardization, and transformation initiatives across the technical support function.\nKey Performance Indicators\nCase assignment time: Average time for Level 2 to accept ownership of escalated cases.\nEscalation resolution time and mean time to resolution: Timeliness of resolving escalated cases, excluding cases requiring sustaining engineering where appropriate.\nSLA compliance and feedback timeliness: Adherence to response, update, and resolution commitments.\nCustomer satisfaction: CSAT and other approved measures for Level 2 case handling and resolution quality.\nBacklog health: Case aging, volume, priority balance, and timely customer communication.\nEscalation quality: Completeness of documentation, troubleshooting, handoffs, and defect linkage.\nRoot cause analysis: Completion and quality of RCA for critical or high-impact incidents.\nKnowledge contribution: Creation, maintenance, adoption, and effectiveness of advanced articles and troubleshooting playbooks.\nTeam health and capability: Quality scores, skill development, engagement, retention, and readiness.\nLeadership Competencies\nCustomer centricity and advocacy\nOperational excellence and accountability\nTechnical judgment and structured problem solving\nCoaching and talent development\nCross-functional collaboration and influence\nClear escalation and stakeholder communication\nData-driven decision making\nChange leadership and continuous improvement\nYOU MUST HAVE\nBachelor’s degree from an accredited institution in a technical discipline such as science, technology, engineering, mathematics.\n5+ years of experience in technical support, customer support, service delivery, or a related technical function.\n2+ years of experience leading, supervising, or coaching technical support professionals.\n2+ years of demonstrated experience managing complex customer escalations and coordinating cross-functional resolution efforts.\n2+ years of strong understanding of support operations, SLA management, case management, and service excellence practices.\n2+ years of excellent written and verbal communication, customer management, and stakeholder coordination skills.\n2+ years of ability to interpret operational metrics, prioritize competing demands, and drive continuous improvement.\nWE VALUE\nExperience supporting global or geographically distributed customers and teams.\nExperience with CRM, case-management, and work-management platforms such as Salesforce, Dynamics 365, ServiceNow, Zendesk, or Rally.\nKnowledge of SaaS, cloud technologies, cybersecurity, networking, telecommunications, or enterprise software environments.\nITIL, PMP, Six Sigma, or a comparable professional certification.\nExperience with knowledge management, quality assurance, data analytics, and KPI reporting.\n“The annual base salary range for this position is $83,600- $105,000. Please note that this salary 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.”\nBENEFITS OF WORKING FOR HONEYWELL\nIn addition to a competitive salary, leading-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. Learn more\nThe 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. Job Posting Date: 10/1/2026\nDue to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status or have the ability to obtain an export authorization.\nABOUT HONEYWELL TECHNOLOGIES\nHoneywell 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. Learn more\nTHE BUSINESS UNIT\nHoneywell 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/\nHoneywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. 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