Lead Technical Support Engineer

Career Area

Technology, Digital and Data

The Lead Digital Technical Support Engineer is responsible for monitoring overall performance of assigned digital application products and handling customer issues through resolution. As part of the Cat Digital Operations Support team, the primary focus will be on technical support of dealer tools used with Caterpillar’s eCommerce solutions for online purchase of parts & services. These applications provide dealers with the ability to configure preferences, locations, etc.

• Service level manager for the managed service providing application support, ensuring application availability and issue resolution targets are met to maintain and improve assigned digital product performance.

• Incident management: identification, prioritization, investigation, troubleshooting, debugging of complex issues and driving the creation of fixes to resolve issues.

• Change management: manage change tickets and activities to implement bug fixes.

• Problem management: coordination/communication of problem management activities, identification of root cause, implementation of interim corrective actions, implementation of permanent corrective actions, and reporting.

• Resolution of commitments: formally document issues and provide follow-up on the resolution process with internal and external teams and management.

• Stay current with all digital products and applications to develop and maintain a digital products and application knowledge base and training materials.

• Manage dealer escalations and communication streams between stakeholders and the support team.

• Employees are also responsible for performing other job duties as assigned by Caterpillar management from time to time.

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.

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 application design and architecture principles and practices; ability to utilize application design methodologies, tools, and techniques to convert business requirements and logical models into a technical application design.

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.

• Requires a college or university degree, technical certification, or equivalent working experience
• Experience in application support
• Problem Management experience
• IT Service Management (ITSM) experience
• Azure Dev Ops experience

• eCommerce experience, especially HCL Commerce version 9
• Organizational Incident, Problem, and Change Management experience
• Experience with in a support space, sharing what the business needs and articulating that finding to others
• Expertise with high availability architecture

• This is a Lead position with hands on work
• Relocation is not available for this position
• Sponsorship is not available

$ – $

• 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.