Software Support Analyst/Enterprise Security Solutions

Innovate to solve the world’s most important challenges

As a Software Support Analyst here at Honeywell, you will provide software support for internally developed Enterprise client-server and web-based applications connected to a SQL Server database and aids in deployment in the field. You will be expected to gain a thorough understanding of product architecture, technical components, and application functionality in order to support the external customer base.

You will report directly to our Customer Support Team Leader and you’ll work out of our Costa Mesa, CA location on a hybrid work schedule.

KEY RESPONSIBILITIES

• Resolves customer inquiries by responding to telephone calls and email requests for technical, application, and deployment support.
• Delivers timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
• Reviews, analyzes, and evaluates application functions and user needs in order to instruct and advise users in use of software, manuals, and other documentation.
• Designs and creates SQL scripts and utilities and uses knowledge based tools to solve complex technical issues.
• Works with case management tools providing case monitoring, status updates, documentation, notification, and customer communication.
• Manages customer situations where a customer is experiencing greater than normal difficulties. Coordinates internal and external resources, summarizes case history, schedules conference calls with relevant parties, and follows up as necessary.
• Interfaces with R&D resources to bring escalated issues to resolution.
• Sets up lab environments to conduct testing and reproduce issues. Verifies issue resolution by creating & executing software test plans and documents results.
• Responsible for the installation of enterprise-level software in our customers’ MS SQL server environments.
• Provide customer training for MAS software, both locally and at the customers’ sites.
• Provide on-site consulting and support for customers who are “going live” on the MAS software
• Expected to provide on-call coverage during non-business hours and weekends on a rotating schedule. Due to the mission critical nature of problems that could result in the loss of life and property, this requires the ability to independently analyze, diagnose, and resolve critical problems in a very short time frame.

YOU MUST HAVE

• 2 yrs+ years of relevant customer/technical support experience
• Enjoys helping customers use software tools to find solutions to business problems
• Experience working with enterprise, database, Internet, spreadsheet, email, word processing, & CRM software
• Knowledge of relational databases and SQL Server Query Analyzer
• Troubleshoots effectively using reading, probing, analyzing, and interpreting skills
• Able to effectively communicate verbally and in writing to customers and peers
• Both people and results oriented/able to inspire trust
• Ability to exercise independent judgment in assessing priority and severity of issues
• Able to work independently or collaboratively as part of a team
• Able to manage a variety of customer situations
• Monitoring application analysts should be familiar with concepts of interfacing third-party hardware and software

WE VALUE

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Prior software support experience
• Familiarity with central station business operations and alarm processing
• May be assigned special projects including documentation review, beta participation, product demos, and presenting technical forums.
• Microsoft SQL Server certifications
• Experience with networking components, TCP/IP, and ODBC is helpful.
• Curious about how things work & demonstrates creativity in problem solving
• Self-motivated, pursues training/development opportunities, continuously builds skills
• Multi-lingual (French/Spanish) in addition to English a plus

BENEFITS OF WORKING FOR HONEYWELL

In addition to a performance-driven salary, cutting-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer-subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) Plan/Retirement Benefits (as per regional policy), Flexible Spending Accounts, Health Savings Accounts, Employee Assistance Program (EAP), and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit: https://benefits.honeywell.com/

The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.

ABOUT HONEYWELL

Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world’s most critical demands around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company dedicated to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high-growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe. Learn more about Honeywell: https://www.honeywell.com/us/en

THE BUSINESS UNIT

Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally. Learn more: https://buildings.honeywell.com/ 

Additional Information

• JOB ID: HRD247214
• Category: Customer Experience
• Relocation Tier: Not Applicable
• Security Clearance:
• Aviation Authority (FAA for US):
• Band: 03
• Referral Bonus: 1500
• Requisition Type: Standard Requisition
• US Citizenship:
• FLSA Statement:
• FLSA CODE: Nonexempt
• Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

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