Technical Support Professional

Technical Support Professional (Finance)
Job Description

As a Technical Support Professional here at Honeywell, you will provide expert software and technical support for internally developed enterprise client-server and web-based applications connected to Microsoft SQL Server. This role resolves complex customer issues, supports software deployment, and builds strong customer relationships through timely communication, root-cause analysis, and knowledge transfer. Working across Support, Sustaining Engineering, and other cross-functional teams, this position contributes directly to customer satisfaction as a part of the Customer Success organization within MAS and Honeywell.

You will report directly to our manager and you'll work out of our Costa Mesa, CA location on a hybrid work schedule.

In this role, you will impact the success of our technical support operations, the satisfaction of our customers, and the growth of the organization by delivering expert assistance and collaborating with cross-functional teams.

• Respond to customer telephone calls and email requests for technical application support; provide clear status updates through resolution.
• Analyze and resolve complex incidents with emphasis on root cause, prevention, accurate documentation, and knowledge transfer.
• Review application functions and user needs, then guide customers in effective use of software, manuals, and supporting documentation.
• Design and create SQL scripts and utilities, and use knowledge-based tools to investigate and solve complex technical issues.
• Use case management tools to monitor cases, document findings, communicate status, provide notifications, and maintain a complete case history.
• Manage escalated customer situations by coordinating internal and external resources, summarizing case history, organizing conference calls, and following through on commitments.
• Partner with colleagues in Support, Sustaining Engineeting, and other cross-functional teams to diagnose escalated defects and bring issues to resolution.
• Set up lab environments to reproduce issues, create and execute software test plans, verify fixes, and document results.
• Install enterprise-level software in customer Microsoft SQL Server environments and support field deployment activities.

• Support enterprise software, databases, Internet technologies, spreadsheets, email, word processing, CRM software, and the environments in which they operate.
• Troubleshoot application, database, deployment, and integration issues using structured reading, probing, analysis, interpretation, and testing techniques.
• Support interfaces involving third-party hardware and software; apply working knowledge of database components, where applicable.
• Serve as a subject matter resource for assigned products and technologies, sharing practical guidance with customers and colleagues.
• Contribute to special projects such as documentation review, beta participation, product demonstrations, and technical forums.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• At least 6 years of proven experience in technical support or a similar customer-facing technical role.
• Intermediate or stronger knowledge of enterprise applications, relational databases, Microsoft SQL Server, and technical support tools.
• Strong analytical and problem-solving skills, including the ability to independently assess issue severity, business impact, and priority.
• Demonstrated ability to manage multiple cases, projects, and customer situations while maintaining accuracy and timely communication.
• Clear verbal and written communication skills with the ability to explain technical concepts to customers and peers.
• Ability to work independently and collaboratively, coordinate cross-functional resources, and build trust through reliable follow-through.
• Customer-focused, results-oriented approach and a genuine interest in helping customers use software to solve business problems.
• Ability to participate in a rotating on-call schedule during non-business hours and weekends and to independently diagnose and resolve critical problems within short time frames.

• Familiarity with central station business operations and alarm processing.
• Microsoft SQL Server certification or equivalent demonstrated expertise.
• Experience with building automation systems, technical support tools, or related products and technologies.
• Curiosity about how systems work, creativity in problem solving, and commitment to ongoing learning and development.
• Leadership or mentoring experience, business acumen, and a continuous-improvement mindset.
• Multilingual capability in French or Spanish in addition to English.

The annual base salary range for this position is $60,800 - $76,000. 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…