Technical Account Manager - Charlotte, NC

As a Technical Account Manager (Premium Support) — Operational Intelligence (OI) at Honeywell, you will use your deep technical expertise along with program‑management, customer advocacy, and business acumen. You’ll be responsible for incident command during critical events, post‑incident improvement plans, and ongoing success plans that align OI capabilities with each customer’s operational goals.

Charlotte, NC on a hybrid schedule.

For the first 90 days, new hires must work 100% onsite Monday‑Friday, followed by three days in the office per week.

• Serve as the named technical owner for a set of Premium Support customers; maintain a joint success plan, support calendar, and clear communication paths.
• Lead proactive service reviews (monthly) and QBRs (quarterly), including health checks, roadmap alignment, usage analytics, and action plans.

• Lead root‑cause analysis (RCA) and problem management for complex/recurring issues; produce high‑quality RCAs with corrective and preventive actions (CAPA).
• Perform advanced diagnostics across the OI stack:
  SaaS services, APIs, data pipelines, device telemetry, integrations (e.g., MDM/UEM, WMS, ERP), and network/performance layers.
• Develop and execute runbooks, test plans, and workarounds; guide customers through safe validation in lower environments.
• Act as incident commander for P1/P2 events; drive stakeholder communications, stabilization, and post‑incident reviews.

• Collaborate with Honeywell’s Technical Support Center leadership to establish and maintain 24/7/365 coverage for Premium Support customers.
• Coordinate data analysis and incident trend reviews jointly with Support leadership to identify systemic issues and improvement opportunities.
• Align escalation protocols, severity definitions, and communication standards between TAM and Support teams for seamless customer experience.

• Analyze telemetry, KPIs, and usage patterns to recommend configuration changes, policy tuning, and workflow improvements that reduce incidents and increase value.
• Partner with Customer Success/Professional Services on feature enablement, pilots, and adoption roadmaps (e.g., alerting, prescriptive analytics, automation).
• Identify and socialize best practices; author knowledge articles, playbooks, and customer‑ready technical guides.

• Guide customers on API usage, data exports, and integration patterns; collaborate with solution architects on reference designs.
• Validate and advise on security, identity, and compliance configurations (SSO/SAML/OAuth, roles/permissions, data retention).
• Participate in release readiness (early access, regression checks) and customer change planning; manage maintenance windows and communications.

• Represent customer priorities with Product Management and Engineering; open and track feature requests with business value cases.
• Contribute to backlog triage and SLO/SLA refinements; help shape the supportability roadmap and observability improvements.

• 5–8+ years in technical customer‑facing roles (TAM, Senior Support/Customer Engineer, Solutions/Systems Engineer) supporting SaaS, data/analytics, or IoT/edge platforms.
• Demonstrated Tier‑3 troubleshooting across application, data, API, and network/performance layers.
• Working knowledge of APIs/Integration, Data & Observability, Cloud & Ops, Endpoints/Edge/MDM‑UEM.
• Experience leading P1/P2 incidents and producing professional RCAs.

• Excellent written/verbal customer communication, executive presence, and stakeholder management.

In addition to a performance‑driven salary, Honeywell employees are eligible for a comprehensive benefits package, including 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; and 12 Paid Holidays.

Honeyw…