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# Sr Technical Support Supervisor

- **Company:** Honeywell International Inc.
- **Location:** Framingham, MA, United States
- **Experience:** Expert
- **Salary:** $83,600.0 - $105,000.0
- **Contract:** Permanent contract
- **Skills:** Software Bug Management, Software as a Service, Cloud Computing, Cyber Security, Decision Support Systems, Knowledge Management, Microsoft Dynamics, Operational Data Store, Salesforce.Com, Enterprise Software Applications, Information Technology, Data Analytics, Zendesk, Servicenow
- **Published:** October 14, 2026
- **Apply:** https://www.administrativejobs.com/job.asp?id=3445757047&tx=JR2317FFK&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

* 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., 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.

## Description

* 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