Sr Digital Tech Support Engr

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining a global team who cares not just about the work we do but also about each other. We are the makers problem solvers and future world builders who are creating stronger more sustainable communities. We dontjust talk about progress and innovation here we make it happen with our customers where we work and live. Together we are building a better world so we can all enjoy living in it.

Cat Digital is the digital and technology arm of Caterpillar Inc. leveraging the latest technologies to build industry leading digital solutions for our customers and over 1.5 million connected assets worldwide our teams use data technology advanced analytics telematics and AI capabilities to help our customers build a better more sustainable world.

Job Summary:

Identifies investigates monitors and resolves customer issues in accordance with standards and processes.

What You Will Do:

• Serve as the primary point of contact for customer inquiries related to Cloud Services through our Customer Portal conference calls and remote sessions.

• Ensure a high-quality customer experience through professional timely and clear communication.

• Accurately document customer interactions including investigation steps and outcomes to support knowledge sharing and future incident resolution.

• Understand basic system behaviors to assist in troubleshooting and escalate issues when necessary.

• Collaborate with internal teams to manage tools access and configurations (e.g. ThousandEyes firewall rules).

• Communicate effectively in spoken and written English representing Caterpillar professionally to a global dealership network. Prior experience working with international audiences is advantageous.

What You Will Have:

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Effective Communications: Understanding of effective communication concepts tools and techniques; ability to effectively transmit receive and accurately interpret ideas information and needs through the application of appropriate communication behaviors.
Systems Thinking: Knowledge of the critical interdependencies among individual system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results.
Business Intelligence: Knowledge of business intelligence; ability to utilize business processes and technologies for gathering storing analyzing and providing access to data that helps the organization make better business decisions.
Application Design Architecture: Knowledge of basic activities and deliverables of application design; ability to utilize application design methodologies tools and techniques to convert business requirements and logical models into a technical application design.
Data Warehousing: Knowledge of how to collect data from different information sources and distribute them to users; ability to simplify information systems and make sound business decisions.
Systems Software Infrastructure: Knowledge of computer architecture and system software interaction; ability to design and build a fundamental architecture of operating systems database management systems communications protocols compilers and other development tools.
Technical Troubleshooting: Knowledge of technical troubleshooting approaches tools and techniques; ability to anticipate recognize and resolve technical issues on hardware software application or operation.

Considerations For Top Candidates:

• Bachelors degree in Computer Science or a related field or equivalent work experience.

• Experience supporting enterprise customers in a technical capacity.

• Strong troubleshooting problem-solving skills and critical thinking.

• Excellent client-facing skills with strong written and verbal communication abilities.

• Ability to thrive in a fast-paced environment with a strong sense of urgency for execution.

• Proficiency in supporting Java applications within an AWS environment.

• Experience working with the Cat Dealer network is a HUGE Plus

• Familiarity using the ServiceNow platform and functionalities.

• Basic familiarity with system architecture and technical troubleshooting methodologies.

• Strong debugging skills at the system level including performance analysis.

• Experience with troubleshooting and understanding RESTful APIs SQL (Oracle/PostgreSQL) JSON XML and AWS cloud services.

What You Will Get:

Working with a Fortune 100 leader you can build your career on a global scale and take advantage of development opportunities with emerging technologies. Weve created an inclusive environment for you to explore your passions make an impact and do the work that really matters. Join Us.

Additional Information:

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About Caterpillar

Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment off-highway diesel and natural gas engines industrial gas turbines and diesel-electric locomotives. For nearly 100 years weve been helping customers build a better more sustainable world and are committed to and contributing to a reduced-carbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities duties and effort required of employees assigned to this job. At the discretion of management this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of essential job functions as that term is defined by the Americans with Disabilities Act.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility terms and guidelines. This is a summary list of benefits.

• Medical dental and vision benefits*

• Paid time off plan (Vacation Holidays Volunteer etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities.

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