Digital Tech Support Analyst

Career Area:
Technology, Digital and Data

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining 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 don't just 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 dealers. With 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.

As a Digital Technical Support Analyst, you will provide platform stability and production support for cloud‑based services including on‑call support, incident management, and operational readiness. This role is responsible for developing and maintaining runbooks, coordinating technical resolution across teams, and driving continuous improvement, while serving as the primary technical liaison between Caterpillar platform teams, product partners, and support organizations.

• Own incident tickets through the full lifecycle, from initial triage to resolution and closure.
• Collaborate with engineering, platform, product, and operations teams to diagnose issues and coordinate fixes.
• Lead or contribute to root cause analysis and ensure follow up actions are identified and tracked.
• Ensure platform reliability through monitoring, alerting, security, and operational best practices.
• Respond to and manage production incidents impacting Azure services and Helios cloud APIs.
• Drive reliability, stability, and operational readiness improvements across cloud platforms.
• Understand end‑to‑end technical and business flows to support production services effectively.
• Develop, maintain, and improve clear, actionable runbooks for operational support.
• Lead knowledge transfer sessions to ensure support teams are ready for production support.

• 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:
  Strong understanding of monitoring, alerting, runbooks, and ability to proactively improve support processes, tooling, and documentation.
• 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:
  Experience supporting multi‑region cloud services and familiarity with identity platforms (Entra , Azure B2C, IAM/Identity IQ, Ping Federate, MFA).
• 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:
  Hands on experience with Azure monitoring tools (Application Insights, Log Analytics/KQL, Azure Monitor) and observability platforms (Apigee, Kibana, App Dynamics, Thousand Eyes).
• Technical Troubleshooting:
  Solid SQL/data investigation skills and experience troubleshooting access, session management, and application issues. Experience supporting production grade, customer‑facing platforms in complex, multi‑team environments, including on‑call and incident response. Strong experience managing incidents end‑to‑end using Service Now within enterprise ITSM frameworks. Proven ability to drive…