remote
Digital Technical Support Analyst - Caterpillar
Software Engineer
Provide worldwide technical support for Caterpillar's digital portfolio, handling incident resolution, system onboarding, and user assistance across cloud and on‑premise environments.
About the role
Key Responsibilities
- Deliver first‑line and advanced technical support for the global Cat Digital product suite.
- Diagnose, troubleshoot, and resolve incidents reported via ticketing systems, ensuring timely closure.
- Onboard new digital applications and services, coordinating with product and engineering teams.
- Maintain and update knowledge base articles and support documentation.
- Collaborate with cross‑functional teams to identify recurring issues and drive continuous improvement.
Requirements
- 2+ years of experience in technical support or help‑desk environments.
- Proficiency with ServiceNow (or similar ITSM tools) and incident management processes.
- Strong knowledge of Windows operating systems and familiarity with cloud SaaS platforms.
- Excellent problem‑solving, communication, and customer‑service skills.
- Ability to work independently and across multiple time zones.