Experienced Technical Support Professional

Job Description

As a Level 2 Experienced Technical Support Professional, you will serve as a technical escalation point for Level 1, managing a larger and more technically complex case backlog. Your focus will be on diagnosing intricate software and system issues across a diverse customer base, contributing to process optimization, and mentoring junior staff. You will build customer environments with a combo of self-maintained VMs and hardware with the expectation of reproducing the issues and identifying solutions. Ability to configure and diagnose complex environments containing 3rd party equipment, OAAP integrations, Clustering or Custom Solutions will be required. Leverage live remote sessions for reviewing and updating secure backend core configuration files, firewalls, databases, or services. Create custom SQL commands to help identify database issues and use tools such as Wireshark to identify network connectivity problem through logging. Utilizing elevated user permissions to ensure appliance sustainability and privacy are of the utmost importance.

Responsibilities

Key Responsibilities

• Managing complex, high-impact cases requiring deep technical knowledge.
• Acting as a subject matter expert and escalation point for Level 1 engineers.
• Proactively identifying root causes and systemic issues.
• Participating in technical reviews and cross-functional collaboration with engineering.
• Supporting knowledge transfer through documentation and guided learning sessions.
• Balancing case resolution timelines with quality outcomes and thoroughness.
• Testing patches delivered by engineering and L3 Technical Support engineers.
• Replicating customer issues in tech Support test environment both software and hardware.
• Reviewing backend core code functions, files and settings along with debug level 5 logging output.
• Custom query and modification commands (SQL, CMD, Linux) to modify a customer's system and/or database when needed.
• Review Wireshark logs for network traffic concerns.
• Creating escalations to internal teams and third parties.
• Conducting remote sessions to customer environments with troubleshooting production systems, including logs checking and system assessment.
• When requested by leadership, visiting customer's site for troubleshooting production systems, including logs checking and system assessment.
• This position is ideal for experienced support professionals who excel in problem-solving, have strong ownership, and foster team growth.

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. For more Honeywell Benefits information visit: https://benefits.honeywell.com/.

YOU MUST HAVE

• Advanced hardware and electronics understanding.
• Network design principles.
• High level SQL management.
• Performance optimization.
• Fully experienced Access Control/Video within security industry.
• Ability to identify and analyze customer problem and requirements to guide towards the issue resolution.

WE VALUE

• High School Diploma/GED or BA in Electronic/Electrical Engineering or Computer Engineering.
• 4+ years in related experience troubleshooting software or security equipment, in a contact call center or in-field on prem capacity.
• Performance Expectations: must be available (ready) to take calls and/or assist others unless authorized to be off the phone.

The annual base salary range for this position is $69,900 - $87,400. 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.

Qualifications

ABOUT HONEYWELL
Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world's most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high-growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe. Learn more about Honeywell: click here (https://www.honeywell.com/us/en).

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.

About Us

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer and more sustainable.