Honeywell

Technical Account Manager - Charlotte, NC

Honeywell$90K — $120K *
Technical Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5-8+ years in technical customer-facing roles (TAM, Senior Support/Customer Engineer, Solutions/Systems Engineer) supporting SaaS, data/analytics, or IoT/edge platforms.
  • Proven Tier-3 troubleshooting skills across application, data, API, and network/performance layers.
  • Familiarity with APIs/Integration, Data & Observability, Cloud & Ops, and Endpoints/Edge/MDM-UEM.
  • Experience leading P1/P2 incidents and creating professional root-cause analyses (RCAs).
  • Strong written/verbal communication skills and stakeholder management capabilities.

Responsibilities

  • Serve as the technical owner for Premium Support customers with a joint success plan and support calendar.
  • Lead monthly service reviews and quarterly business reviews (QBRs), analyzing health checks and usage analytics.
  • Conduct root-cause analyses and problem management for complex issues, producing high-quality corrective actions.
  • Perform advanced diagnostics on the entire OI stack, guiding customers through validations.
  • Act as incident commander for critical events, driving communication and stabilization efforts.
  • Collaborate with Technical Support Center leadership to ensure continuous coverage for Premium Support.
  • Analyze customer data and KPIs to recommend improvements and optimize platform usage.

Benefits

  • Hybrid work schedule after 90 days with flexibility in office attendance.
  • Opportunity to engage in proactive service reviews with strategic customers.
  • Collaborative environment working alongside top technical teams.
  • Chance to influence product management through direct customer advocacy.
Full Job Description
Job Description

As a Technical Account Manager (Premium Support) - Operational Intelligence (OI) here at Honeywell, you will use your deep technical expertise 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.

Locations: Charlotte, NC on a hybrid schedule.

Hybrid Work Schedule Note: For the first 90 days, New Hires must be prepared to work 100% onsite M-F, followed by 3 days in the office per week.

Responsibilities

KEY RESPONSIBILITIES

Premium Support Ownership
  • 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.
  • Provide expedited routing and escalation within Honeywell (Support, Engineering, Cloud Ops, Security, Product). Premium Support Ownership


Tier-3 Technical Support & Incident Leadership
  • 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 comms, stabilization, and post-incident reviews.


Coordination with Technical Support Center
  • 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.


Proactive Optimization & Adoption
  • 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.


Platform & Integration Expertise
  • 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 comms.


Advocacy & Feedback Loop
  • 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.


Qualifications

YOU MUST HAVE
  • 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.


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

About Honeywell

Honeywell Aerospace is an American company that manufactures aircraft engines, avionics, auxiliary power units (APUs), and other aviation products. The company’s product portfolio includes space equipment, turbine engines, auxiliary power units, brakes, wheels, synthetic vision, runway safety systems and other avionics. President Barack Obama awarded a Honeywell employee the National Medal of Technology for his contributions to air flight safety technology. The company also owns a number of patents related to NextGen technology, aircraft windshields, turbochargers, and more. Honeywell Aerospace was founded in 1936 and is headquartered in Phoenix, Arizona.

Honeywell Careers

Joining Honeywell offers more than just job opportunities; it's a chance to grow with a company known for leadership in innovation and diversity. As a global leader, Honeywell is where your professional journey can reach new heights through a commitment to excellence and continuous improvement.

Work You'll Do

At Honeywell, you'll be part of a team that drives digital transformation across industries. With a focus on sustainability and advanced technologies, Honeywell is not just preparing for the future; we're creating it. Our diverse and inclusive culture fuels our innovation and connects us closer to our customers and the communities in which we operate.

Innovate and Lead

Embrace the opportunity to lead in the marketplace with Honeywell's cutting-edge solutions. Our leadership in areas such as aerospace, building technologies, and performance materials allows you to engage in work that makes a difference. Honeywell is at the forefront of tackling global challenges with innovative technology that improves quality of life.

Career Growth and Opportunities

Whether you're looking for an internship, a graduate role, or a leadership position, Honeywell offers a path to career success. Honeywell's commitment to professional growth is evident in our extensive training and development programs, aimed at expanding your skills and advancing your career.

Join a Dynamic Team

Honeywell's team culture is built on collaboration and respect. With a global team of professionals, you'll network with some of the brightest minds, working together to solve complex challenges. Our commitment to diversity and inclusive growth makes Honeywell not just a great place to work, but a place where your career can thrive.

Benefits and Culture

Honeywell is dedicated to providing employees with a life-work harmony through substantial benefits, including health, education, and retirement plans, ensuring peace of mind for you and your family. Our culture promotes quick learning, flexibility, and adaptation, which are critical in our fast-evolving industries.

Explore Job Opportunities

Discover the range of career opportunities at Honeywell, from engineering to sales, and contribute to our mission of shaping the future. Our hiring process is designed to find not just the right skills but also the right fit for Honeywell's culture.

Stay Connected

Join the Honeywell team to stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

Apply Now

Ready to apply? Check out the open positions on the Honeywell Careers page. Tailor your resume, prepare for your interview, and take the first step towards a rewarding career at Honeywell.

Keep Up to Date

Stay informed with the latest news, job alerts, and professional insights tailored to your interests. At Honeywell, your career journey is just beginning.

SEARCH HONEYWELL JOBS

Join Honeywell and be part of a team that is dedicated to building a smarter, safer, and more sustainable world.
Learn more about Honeywell
Size
99,000 employees
Market Cap
$143.4 billion
Industry
Net Income
$4.7 billion
Founded
1906
5 Year Trend
-2.6%
Revenue
$32.6 billion
NASDAQ

Similar Jobs

More Jobs at Honeywell

More Technical Services Jobs

Find similar Technical Account Manager - Charlotte, NC jobs: