Digital Tech Support Analyst

Job Summary

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 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:
  Ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through 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 collecting data from different sources and distributing it 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 and 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 root cause analysis and continuous improvement to enhance system reliability.

• Proficiency scripting in Python and/or Power Shell to build automation and runbooks‑as‑code.
• Experience with API testing/clients (Bruno, Postman, curl) and REST integrations.
• Experience leveraging AI/automation tooling (e.g., agentic workflows, Git Hub Copilot, MCP) to accelerate triage, RCA, and support workflows.
• Ability to trace issues to source code and CI/CD pipelines across distributed services.
• Ownership of release/deployment and rollback processes (slot swaps, pipeline triggers, staged rollouts).

This position requires the candidate to be located in Chicago, IL;
Peoria, IL; or Irving, TX. Up to 0‑25% travel is required. The role is onsite five days a week. Relocation assistance and visa sponsorship are not available.

Summary Pay Range: $97,530.00 – $. Compensation and benefits offered may vary depending on location, level, and individual performance.

• 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

Caterpillar is an Equal Opportunity Employer, including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.