Sr Technical Support Supervisor

Honeywell•Town of Perinton, NY

12h•$83,600 - $105,000•Onsite

About The Position

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.

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.

Nice To Haves

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.

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, 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.
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.