Experienced Technical Support Professional (m/f/d)

As a Technical Support Engineer II at Honeywell, in Prague, you will be responsible for providing 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. This is a hybrid role, 3 days at the office + 2 days work from home model.

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.

We offer:

• ​Competitive Salary regularly increased based on your performance
• Enjoy 25 vacation days per year
• Monetary contribution for meals for every day worked
• Benefit plus Cafeteria available to employees to support their health and well being, including life insurance coverage
• Employer contribution to pension scheme
• Recognition & referral bonus programs
• Comprehensive induction, ongoing training and development to set you up for success
• In-house and external learning platforms supporting development opportunities
• Global employee networks to help you connect and grow
• Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
• Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment
• Frequent Employee Engagement activities fostering an inclusive and diverse work environment
• Multisport Card, Makro Card
• Vaccination against flu and other health offerings
• Fresh fruit days in the office

Equal opportunity statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!

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