Career Area:
Technology, Digital and Data
Job Description:
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.
Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world.
Job Summary:
The Senior Technical Support Engineer is responsible for monitoring overall performance of assigned digital products and handling customer issues through resolution.
What You Will Do:
Responsibilities of the incumbents are to provide Worldwide support for the overall Cat Digital portfolio (including on-board and off-board issues).
- Serves as a Telematics Product expert / Subject Matter Expert. Stay current with all digital products and applications.
- Lead collaborative team projects to improve Cat Customer Support (CCS) Tier 2 knowledge / capabilities
- Lead trending issue analysis activities within CCS Tier 2
- Collaborate together with other CCS Tier 2 team members to identify product issues
- Analyze Cat Customer Support case / handup data for trending issues
- Basic triage, statistical analyses, basic testing and analysis of application failures, etc.
- Communicate trends with Quality service engineers to drive continuous product improvements to fix issues and reduce cases / handups
- Provide guidance / support / mentorship to less experienced CCS Tier 2’s
- Ensure CCS Tier 2 Training Curriculum stays updated and monitor training completion
- Manages case emergent action investigations to ensure CCS provides quality responses and get challenging cases resolved for customers, dealers, and internal Caterpillar personnel.
- Tactical – Timely resolution and follow-up with customer & dealers
- Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.
- Identify areas where knowledge needs improvement for better support from agents
- Triage / Troubleshooting – provide knowledge assistance to front line support agents / CCS Tier 2 personnel
- Manages hand-ups/escalation paths in support of daily operations.
- Manages requests to the urgency defined by our service level agreements.
- Validate and create process maps for Tier 2 team.
- Provides technical input to digital product and application support teams.
- Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications as needed.
- Work directly with Support Engineers to develop/improve overall product knowledge.
- Work directly with training / quality teams to improve Knowledge Articless utilizing CCS Tier 2 training curriculum, raise overall level of Tier 1 support capabilities.
- New product onboarding to CCS Tier 2
- Provide support and work with Business Development and support engineers to upskill CCS Tier 2 and create knowledge needed for new digital products getting onboarded.
- Help manage CCS Tier 2 queue for new products from initial launch thru hypercare.
What You Will Have:
Customer Focus:
- Ability to confidently interact and provide support to external groups that may include business partners, customers or dealers.
- Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
- Communicates and models the criticality of customer focus as an organizational strategy.
Effective Communications:
- Thorough and detail oriented in both verbal and written communication skills which can include documentation for training and processes
- Communicates effectively across all aspects of the business
Business Intelligence:
- Develops processes for transforming aggregate data into useful business information.
Data Warehousing:
- Assists with data planning, sourcing, collection and transformation
- Addresses user needs from an organization's data warehouse.
Systems Software Infrastructure:
- Reports software connectivity and integration issues.
- Tests key features for the entire software infrastructure environment.
Technical Troubleshooting:
- Resolves a variety of hardware, software, and communications malfunctions.
- Coaches others on advanced diagnostic techniques and tools for unusual or performance-related problems.
Considerations For Top Candidates:
- College or university degree, technical certification, or equivalent experience
- Experience in product support or dealer / customer support work
- Prior Project Management experience
- Telematics
Nice to Have:
- Product Link
- VisionLink
- Cat Foresight
- VIMS
- Cat Machine / Engine product support
- Energy & Transportation (E&T)
- Cat Remote Asset Monitoring (RAM)
- Health and Equipment Insights (HEI)
- VisionLink Productivity
Summary Pay Range:
$110,520.00 - $165,840.00
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits:
Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
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
Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.
Posting Dates:
September 16, 2025 - September 28, 2025
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.
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