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About the Role

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. This role balances daily case management, technical guidance, customer advocacy, coaching, and process improvement to deliver an exceptional support experience. The supervisor partners with 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

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.
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.
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.
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.
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.
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.

Requirements

Bachelor’s degree from an accredited institution in a technical discipline such as science, technology, engineering, mathematics.
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.
Must be a U.S. Person (U.S. citizen, 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).

Skills

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
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.

Location

Remote

Work Type

Full-time

Experience Level

5+ years of experience in technical support
2+ years of experience leading, supervising, or coaching technical support professionals

Education Level

Bachelor’s degree in a technical discipline

Salary/Compensations

$83,600 - $105,000

Benefits

Employer subsidized Medical, Dental, Vision, and Life Insurance
Short-Term and Long-Term Disability
401(k) match
Flexible Spending Accounts
Health Savings Accounts
EAP
Educational Assistance
Parental Leave
Paid Time Off (for vacation, personal business, sick time, and parental leave)
12 Paid Holidays

About the Company

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.
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.

Equal Opportunity

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.