Product Service Engineer - AWS

Overview

Product Service Engineer – Cloud Services and Tool Development. Reporting to the Product Support Manager, the role supports and enhances Caterpillar’s Mine Star cloud platform for dealers and customers globally.

• Provide support for cloud‑hosted applications that deliver solutions to Caterpillar dealers and customers worldwide.
• Implement and utilize standard support processes to respond, restore, and resolve issues.
• Manage workload and escalate tickets in a timely manner.
• Analyze and assign tickets to responsible parties.
• Complete NPI Product Support deliverables as assigned.
• Apply hands‑on product expertise to complete problem analysis and provide Interim Corrective Actions (ICA).
• Advocate on behalf of dealers and customers to resolve technical product issues with product development engineering.
• Work with third‑party vendors and internal IT teams to deliver application enhancements, improving performance, reliability, maintainability, and customer experience.
• Communicate with dealers regarding status and troubleshooting.
• Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
• Participate in 24x7x365 incident management on call.

• Experience providing technical support for enterprise‑level applications directly with customers and dealers.
• Experience performing problem management and root‑cause analysis for complex applications; highly skilled at multi‑tasking.
• Advanced knowledge of Amazon Web Services (AWS), Azure, and Rackspace cloud services.
• Strong understanding of customer‑focused solutions and the ability to create customized results.
• Proficiency with data‑gathering and analysis tools, techniques, and processes; able to synthesize data from multiple stakeholders.
• Demonstrated service excellence and ability to meet or exceed customer expectations.
• Clear written and verbal communication skills with attention to detail.
• Effective communication with technical and non‑technical mining customers and dealers.
• Experience building and maintaining relationships with clients, vendors, and peers.
• Knowledge of Mine Star DSS/Edge or other Mine Star systems preferred.
• Intermediate experience with SQL (MSSQL, Postgres) and development languages (Power Shell, Python, C#.NET, etc.).
• Mining industry experience valued.
• Self‑motivated and organized.

Full‑time position at the Tucson, AZ or Peoria, IL office (domestic relocation assistance available). Visa sponsorship is NOT available. Up to 10% travel required.

Pay range: $112,710 – $169,060 per year. Salary is one component of total compensation; benefits may vary by role and location.

• Medical, dental, and vision coverage
• Paid time off (vacation, holidays, volunteer time)
• 401(k) savings plan
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Health Lifestyle Programs
• Employee Assistance Program
• Voluntary benefits and employee discounts
• Career development opportunities
• Incentive bonus
• Disability benefits
• Life insurance
• Parental leave
• Adoption benefits
• Tuition reimbursement

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age, gender, race, color, religion, national origin, marital status, veteran or disability status are encouraged to apply.