What are the responsibilities and job description for the Technical/Developer Support Specialist position at Honeywell?
Tridium, inventor of the Niagara Framework, is the world leader in platform software for building devices to enterprise solutions serving the markets for building control, industrial automation, energy information systems, and IoT applications.
Honeywell is seeking a self-motivated and qualified professional to join our Technical/Developer Support team. The qualified candidate will have experience in troubleshooting software used in the energy, security, industrial and commercial automation industries. Experience or knowledge of Niagara/Sedona Frameworks will be a plus but not a must, training will be provided.
You will report directly to the Engineering Manager and you will work out of our Richmond, VA location on a on a hybrid work schedule.
Hybrid Work Schedule Note: For the first 90 days, New Hires must be prepared to work 100% onsite M-F.
KEY RESPONSIBILITIES
- Provide technical and developer support via phone, e-mail and remote access/diagnostics for Niagara based hardware and software solutions.
- Manage priorities and document all support inquiries in the Customer Relationship Management (CRM) database in a clear and concise manner.
- Follow up to ensure issue resolution and customer satisfaction.
- Perform root cause analysis on support incidents. Identify and document issues and trends.
- Apply software maintenance releases and updates for customers via remote access.
- Provide Niagara Developer support. Assist developers in design of appliances and custom applications. Tasks involve reviewing customer code to ensure compliance with Niagara standards and practices. Help developers learn and use Niagara APIs to create the best possible design.
- Create, edit and review technical documentation for new releases and new products. Create and review knowledgeable base content.