Product Service Engineer

Overview

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you become part of a global team that cares not just about the work we do but also about each other. We are makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. By joining, you help make progress and innovation happen with our customers where we work and live, building a better world for everyone.

The CAT Technology team is seeking a highly skilled Product Service Engineer to join our expanding Cloud Services and Tool Development organization. This role is flexible and can be based in Tucson, AZ or Peoria, IL. Reporting to the Product Support Manager – Cloud Services and Tool Development, you will partner closely with engineering teams, dealers, and global customers to deliver high‑quality technical support and drive continuous improvement across Mine Star™ backend platforms.

• Provide support for remote and cloud‑hosted applications and networks that deliver solutions to Caterpillar dealers and customers worldwide.
• Implement and utilize standard support processes to respond, restore, and resolve issues.
• Manage workload and escalations in a timely manner.
• Operate comprehensive observability (metrics, logs, traces), including SLI/SLO definitions, alerting, dashboards, and runbooks for platform and key services.
• Analyze and process tickets to responsible parties.
• Complete NPI Product Support deliverables as assigned.
• Provide hands‑on product expertise to complete problem analysis and provide Interim Corrective Actions (ICA).
• Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
• Work with third‑party vendors and internal IT teams to provide application enhancements that improve performance, reliability, maintainability, and customer experience.
• Communicate with dealers regarding status and troubleshooting steps.
• Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.

• Problem Solving
  :
  Experience providing technical support for enterprise‑level applications directly with customers and dealers; skilled in problem management and root cause analysis for complex applications; highly capable of multi‑tasking.
• Technical Excellence
  :
  Advanced knowledge of IT and application support.
  • Windows and Linux System Administration
  • Application Monitoring on Windows Servers
  • Knowledge of on‑prem server hardware
  • Relational Database Design, Configuration, and Monitoring
  • Network and Security fundamentals
  • Strong documentation and communication skills
• Customer Focus
  :
  Ability to align solutions with customer needs and satisfaction, and to create customized customer solutions.
• Data Gathering & Analysis
  :
  Proficiency with data gathering and analysis tools, techniques, and processes; able to collect and synthesize data from a variety of stakeholders objectively.
• Service Excellence
  :
  Knowledge of customer service concepts and techniques; ability to meet or exceed customer expectations and provide excellent service.
• Effective Communications
  :
  Clear written and verbal communication with strong attention to detail; effective communication with technical and non‑technical stakeholders.
• Relationship Management
  :
  Ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Caterpillar Mine Star™ experience
• Mining industry experience
• Experience with Amazon Web Services (AWS), Azure, and other cloud platforms
• Intermediate experience with scripting languages
• Kubernetes – Troubleshooting
• Dell Native Edge proficiency

• Full‑time position located in Tucson, AZ or Peoria, IL.
• Relocation assistance is not available.
• Visa sponsorship is not available.
• Requires up to 5‑10% travel.

$ - $

• 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

This position requires working onsite five days a week. Visa sponsorship is not available for this position.

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. Qualified applicants of any age are encouraged to apply.