Experienced Technical Support Professional (m/f/d)

Honeywell · Czechia

The Technical Support Engineer II provides advanced technical support for Honeywell Fire Detection and Life Safety solutions to customers, channel partners, field service engineers, and internal stakeholders. This role is responsible for diagnosing and resolving complex technical issues, supporting system commissioning and integration, and ensuring timely resolution of customer inquiries while meeting service level agreements.

As a Level 2 engineer, you will serve as a technical expert for assigned product lines, collaborate closely with engineering and product management teams. You will play a critical role in improving customer satisfaction, driving knowledge sharing, and supporting new product introductions.

Key Responsibilities

Technical Support

Provide advanced remote technical support via phone, email, and remote diagnostic tools for Honeywell Fire Detection and Life Safety products.
Diagnose and resolve hardware, software, firmware, networking, and system integration issues.
Manage technical support cases through to resolution while meeting established SLAs.
Analyze complex customer issues and implement effective corrective actions.
Escalate product defects and unresolved issues to Level 3 Support or Engineering with complete technical documentation.

Customer & Partner Support

Support system integrators, distributors, installers, field service engineers, and end customers.
Provide technical guidance during system commissioning, upgrades, migrations, and troubleshooting activities.
Participate in customer calls and virtual technical meetings for high-priority incidents.
Deliver a professional and customer-focused support experience.

Technical Expertise

Develop deep knowledge of Honeywell Fire products, software applications, communication protocols, and integrated solutions.
Support troubleshooting of IP networks, communication interfaces, and third-party integrations.
Stay current on new product releases, firmware updates, and technical documentation.

Collaboration

Work closely with Product Management, Engineering, Quality, and Field Service teams to resolve customer issues.
Support New Product Introduction (NPI) activities by validating support readiness and identifying knowledge gaps.
Participate in root cause analysis and corrective action activities.

Knowledge Management

Create and maintain technical knowledge articles, troubleshooting guides, FAQs, and support documentation.
Share technical knowledge with Level 1 engineers through mentoring and coaching.
Identify recurring issues and recommend product or process improvements.

Continuous Improvement

Contribute to initiatives that improve customer experience, operational efficiency, and support quality.
Participate in technical training, certifications, and continuous learning activities.
Support process improvement projects and automation initiatives where applicable.

Basic Qualifications

Education in electrical engineering
Experience in technical support, systems engineering, field service, or a related technical role.
Experience troubleshooting hardware, software, networking, and integrated systems.
Strong analytical and problem-solving skills.
Good written and verbal communication skills in English.

Preferred Qualifications

Experience supporting Fire Detection and/or Fire Alarm
Knowledge of networking fundamentals, TCP/IP, serial communications, and system integration.
Experience supporting enterprise customers, channel partners, or system integrators.
Familiarity with CRM and case management systems.
Understanding of industry standards and fire safety regulations.
Additional European language skills are considered an asset.
Proficiency in the Slovak language at a level enabling comprehension of spoken and written text.

Key Competencies

Advanced troubleshooting and diagnostic skills
Customer-focused mindset
Strong technical communication
Analytical thinking and root cause analysis
Collaboration across global teams
Time management and prioritization
Knowledge sharing and mentoring
Continuous learning and adaptability

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.

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