Technology Support Specialist - Gregory Poole Equipment Company
Software Engineer
We're looking for a Software Engineer focused on delivering exceptional customer experiences. This mid level role requires 3+ years of relevant experience.
About the role
Provide technical support for assigned digital platforms, applications, and connected technology solutions
Troubleshoot user issues and coordinates resolution through established support processes
Maintain accurate documentation of issues, resolutions, and support activities
Assist with platform configuration, user access, and operational administration
Deliver customer onboarding sessions through webinars, demonstrations, and remote training
Support users in understanding platform capabilities and best practices
Develop training materials and knowledge resources to improve user adoption
Respond to customer questions and provides guidance on platform functionality
Manage subscription services, account updates, and platform administration activities
Process and reconcile subscription billing information and invoices
Monitor platform usage and identify opportunities to improve customer experience
Support internal teams with operational reporting and service requests
Identify opportunities to improve support processes and customer workflows
Collaborate with internal teams to resolve issues and enhance solutions
Support testing and implementation of platform enhancements
Maintain awareness of product updates, system changes, and industry trends
1–3+ years of experience supporting software applications, digital products, SaaS platforms, or customer-facing technology solutions.
Technical knowledge of Caterpillar equipment and components with heavy focus on technology products and industry.
Must be able to sit and utilize a computer for extended periods.
Ability to diagnose application issues.
Experience inVisionLink, C-Cat, DSP, and related platforms.
Strong communication skills.
Ability to train users.
Basic understanding of integrations, data flows, and system configuration.
Customer service mindset.
Strong computer skills with an emphasis working with Excel to create macros and pivot tables.
Self-starter; able to work with limited supervision.