Escalation ManagementSupport OperationsTechnical Support
Useful technologies
Dynamics 365RallySalesforceServiceNowZendesk
Preferred qualifications
Field of studyComputer Science, Engineering, Information Technology (or related)
Study levelAssociate degree or higher
Original posting
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.
This 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.
Responsibilities
Core Responsibilities
Team Leadership and Development
Lead, coach, mentor, and develop Level 2 support engineers and team leads.
Establish clear performance expectations, provide regular feedback, and support individual development plans.
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.
Ensure the team maintains the technical skills, product knowledge, and support practices required for Level 2 case ownership.
Support Operations and Case Management
Own daily Level 2 support operations and delivery against service-level agreements, response commitments, and customer satisfaction targets.
Monitor case assignment, backlog health, case aging, productivity, escalation rates, resolution time, and customer communication.
Ensure escalated cases are properly documented and tracked in approved case and work-management systems, including Salesforce and Rally where applicable.
Ensure ownership, updates, resolutions, and downstream escalations are completed within established SLAs.
Optimize workflows, case-management practices, and resource allocation to improve operational efficiency and consistency.
Escalation Management and Customer Advocacy
Serve as the primary supervisory escalation point for complex, high-impact, or time-sensitive Level 2 customer issues.
Guide the team through advanced troubleshooting, problem isolation, and resolution planning.
Coordinate cross-functional response efforts with Level 3 support, Engineering, Product, and other partners.
Provide clear, timely communication to customers, support leaders, and business stakeholders during major escalations.
Advocate for customer needs and ensure significant issues receive appropriate root cause analysis and corrective action follow-through.
Technical Leadership and Cross-Functional Partnership
Maintain a strong working understanding of supported products, technologies, architectures, and support methodologies.
Partner with Engineering and Product teams to address recurring issues, known defects, product gaps, and supportability concerns.
Participate in bug triage, product release readiness, and post-incident review activities.
Develop and maintain advanced troubleshooting playbooks, knowledge articles, enablement materials, and support documentation.
Ensure incident learnings, root causes, workarounds, and corrective actions are documented and shared.
Continuous Improvement and Reporting
Analyze case trends, customer feedback, and operational data to identify improvement opportunities.
Drive improvements in case management, knowledge management, automation, support tooling, and escalation processes.
Provide data-driven recommendations to support leadership regarding tooling, processes, training, and technical priorities.
Support organizational change, standardization, and transformation initiatives across the technical support function.
Key Performance Indicators
Case assignment time: Average time for Level 2 to accept ownership of escalated cases.
Escalation resolution time and mean time to resolution: Timeliness of resolving escalated cases, excluding cases requiring sustaining engineering where appropriate.
SLA compliance and feedback timeliness: Adherence to response, update, and resolution commitments.
Customer satisfaction: CSAT and other approved measures for Level 2 case handling and resolution quality.
Backlog health: Case aging, volume, priority balance, and timely customer communication.
Escalation quality: Completeness of documentation, troubleshooting, handoffs, and defect linkage.
Root cause analysis: Completion and quality of RCA for critical or high-impact incidents.
Knowledge contribution: Creation, maintenance, adoption, and effectiveness of advanced articles and troubleshooting playbooks.
Team health and capability: Quality scores, skill development, engagement, retention, and readiness.
Leadership Competencies
Customer centricity and advocacy
Operational excellence and accountability
Technical judgment and structured problem solving
Coaching and talent development
Cross-functional collaboration and influence
Clear escalation and stakeholder communication
Data-driven decision making
Change leadership and continuous improvement
Qualifications
YOU MUST HAVE
5+ years of experience in technical support, customer support, service delivery, or a related technical function.
2+ years of experience leading, supervising, or coaching technical support professionals.
2+ years of demonstrated experience managing complex customer escalations and coordinating cross-functional resolution efforts.
2+ years of strong understanding of support operations, SLA management, case management, and service excellence practices.
2+ years of excellent written and verbal communication, customer management, and stakeholder coordination skills.
2+ years of ability to interpret operational metrics, prioritize competing demands, and drive continuous improvement.
WE VALUE
Bachelor or Associate degrees in Engineering, Computer Science, Information Technology, or related field.
Experience supporting global or geographically distributed customers and teams.
Experience with CRM, case-management, and work-management platforms such as Salesforce, Dynamics 365, ServiceNow, Zendesk, or Rally.
Knowledge of SaaS, cloud technologies, cybersecurity, networking, telecommunications, or enterprise software environments.
ITIL, PMP, Six Sigma, or a comparable professional certification.
Experience with knowledge management, quality assurance, data analytics, and KPI reporting.
“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.”
BENEFITS OF WORKING FOR HONEYWELL
In 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
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. Job Posting Date: 10/1/2026
Due 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.
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. Learn more
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/
Honeywell 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. Learn more
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.