Technical Support Specialist

Honeywell•Framingham, MA

20d•$53,900 - $73,800

About The Position

The Technical Support Specialist oversees day-to-day operations of the Level 1 support queue, mentors and develops Tier 1 Support Engineers, and ensures SLA adherence and efficient case flow. The role monitors queue health and performance, supports training and onboarding, and collaborates with Level 2/3 leads to coordinate complex case handoffs. The position may require availability after hours, on select holidays, and on weekends to respond to escalated customer or employee issues. The stated hourly pay range is $24.52–$30.65. Honeywell describes a comprehensive benefits package that includes employer-subsidized medical, dental, vision, and life insurance; short- and long-term disability; a 401(k) match; flexible spending and health savings accounts; an employee assistance program; educational assistance; parental leave; paid time off; and 12 paid holidays. The posting date is 10/19/2026, and the estimated application period is 40 days, subject to change based on business needs and candidate availability.

Requirements

At least 2 years of experience in a technical support role.
Analytical skills to evaluate customer interaction data, performance metrics, and feedback and identify trends and areas for improvement.
Strong verbal and written communication skills for providing feedback and preparing reports and documentation.
Coaching and mentoring abilities, including providing constructive criticism in a supportive and motivating manner.
Attention to detail when assessing customer interactions, recognizing inconsistencies, and ensuring quality standards.
Familiarity with customer support software, Learning Management Systems (LMS), and communication tools.

Nice To Haves

High school diploma/GED or a BA in Information Technology, Computer Science, Business Administration, or a related area is often preferred.

Responsibilities

Manage and prioritize the Level 1 case queue, ensuring timely assignment and resolution.
Monitor SLA compliance and escalate cases nearing breach.
Mentor and coach Tier 1 engineers through shadowing, feedback sessions, and skill development.
Conduct regular queue reviews to ensure proper case distribution and reassign cases as needed.
Collaborate with Level 2/3 leads to ensure smooth handoff of complex cases.
Maintain documentation and update the knowledge base based on recurring Tier 1 issues.
Participate in onboarding and training new support engineers.
Track quality assurance scores based on evaluations of technical support agents' customer interactions.
Report weekly queue health and performance metrics to the Technical Support Manager.