Technical Account Manager Charlotte, NC

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. Youll be responsible for incident command during critical events postincident improvement plans and ongoing success plans that align OI capabilities with each customers 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.

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

Tier3 Technical Support & Incident Leadership

• Lead rootcause analysis (RCA) and problem management for complex/recurring issues; produce highquality 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 postincident reviews.

Coordination with Technical Support Center

• Collaborate with Honeywells 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 customerready 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.

YOU MUST HAVE

• 58 years in technical customerfacing roles (TAM Senior Support/Customer Engineer Solutions/Systems Engineer) supporting SaaS data/analytics or IoT/edge platforms.
• Demonstrated Tier3 troubleshooting across application data API and network/performance layers.
• Working knowledge of APIs/Integration Data & Observability Cloud & Ops Endpoints/Edge/MDMUEM.
• Experience leading P1/P2 incidents and producing professional RCAs.

WE VALUE

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

ABOUT HONEYWELL

Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the worlds most critical challenges around energy safety security air travel productivity and global urbanization. We are a leading software-industrial company committed 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:click here

THE BUSINESS UNIT

Honeywell Industrial Automation enables process industry operations creates world-class sensor technologies automates supply chains makes warehouses smarter and improves worker safety. This combination builds on our core strengths in controls and automation technologies which in turn allows us to deliver better commercial outcomes for our customers. We enable customers to enhance the safety sustainability resiliency and productivity of their people plants and assets.

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) match Flexible Spending Accounts Health Savings Accounts 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:click here

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. Job Posting Date: 6/17/2026.

Honeywell recently announced plans to sell its Intelligrated (IGS) business to American Industrial Partners (AIP). At this time we anticipate that the deal will close in the second half of 2026 subject to customary closing conditions. We expect this role dedicated to the IGS business will be part of this future transaction when it closes.

Intelligrated is currently unable to consider applicants who would require current or future sponsorship for employment authorization for this position. Candidates must be authorized to legally work in the United States without current or future sponsorship requirements.