Caterpillar, Inc

Digital Tech Support Analyst

Caterpillar, Inc$97K — $146K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years experience in digital technical support or related role
  • Proficient in managing incidents end-to-end using ServiceNow
  • Solid SQL/data investigation skills
  • Experience supporting multi-region cloud services
  • Knowledge in monitoring tools (Application Insights, Azure Monitor)
  • Familiarity with identity platforms (Entra ID, Azure B2C)
  • Ability to communicate effectively across technical teams

Responsibilities

  • Own incident tickets from triage to resolution
  • Collaborate with cross-functional teams to diagnose issues
  • Lead root cause analysis and track follow-up actions
  • Ensure platform reliability via monitoring and operational best practices
  • Respond to incidents impacting Azure services
  • Drive improvements for operational readiness across platforms
  • Develop and maintain actionable runbooks for support

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
  • Career Development
  • Tuition Reimbursement
Full Job Description
Career Area:
Technology, Digital and Data

Job Description:

Job Summary
As a Digital Technical Support Analyst, you will provide platform stability and production support for cloud-based services including on-call support, incident management, and operational readiness. This role is responsible for developing and maintaining runbooks, coordinating technical resolution across teams, and driving continuous improvement, while serving as the primary technical liaison between Caterpillar platform teams, product partners, and support organizations.

What You Will Do:
  • Own incident tickets through the full lifecycle, from initial triage to resolution and closure.
  • Collaborate with engineering, platform, product, and operations teams to diagnose issues and coordinate fixes.
  • Lead or contribute to root cause analysis and ensure follow up actions are identified and tracked.
  • Ensure platform reliability through monitoring, alerting, security, and operational best practices.
  • Respond to and manage production incidents impacting Azure services and Helios cloud APIs.
  • Drive reliability, stability, and operational readiness improvements across cloud platforms.
  • Understand end-to-end technical and business flows to support production services effectively.
  • Develop, maintain, and improve clear, actionable runbooks for operational support.
  • Lead knowledge transfer sessions to ensure support teams are ready for production support.


What you will have:
  • 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
  • Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
  • Systems Thinking: Strong understanding of monitoring, alerting, runbooks, and ability to proactively improve support processes, tooling, and documentation.
  • 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: Experience supporting multi-region cloud services and familiarity with identity platforms (Entra ID, Azure B2C, IAM/IdentityIQ, PingFederate, MFA).
  • Data Warehousing: Knowledge of how to collect data from different information sources and distribute them to users; ability to simplify information systems and make sound business decisions.
  • Systems Software Infrastructure: Hands on experience with Azure monitoring tools (Application Insights, Log Analytics/KQL, Azure Monitor) and observability platforms (Apigee, Kibana, AppDynamics, ThousandEyes).
  • Technical Troubleshooting: Solid SQL/data investigation skills and experience troubleshooting access, session management, and application issues. Experience supporting production grade, customer-facing platforms in complex, multi-team environments, including on-call and incident response. Strong experience managing incidents end-to-end using ServiceNow within enterprise ITSM frameworks. Proven ability to drive root cause analysis and continuous improvement to enhance system reliability.


Consideration for top candidates:
  • Proficiency scripting in Python and/or PowerShell to build automation and runbooks-as-code.
  • Experience with API testing/clients (Bruno, Postman, curl) and REST integrations.
  • Experience leveraging AI/automation tooling (e.g., agentic workflows, GitHub Copilot, MCP) to accelerate triage, RCA, and support workflows.
  • Ability to trace issues to source code and CI/CD pipelines across distributed services.
  • Ownership of release/deployment and rollback processes (slot swaps, pipeline triggers, staged rollouts).


Additional Details:
  • This position requires the candidate to be in Chicago, IL, Peoria, IL or Irving, TX
  • Relocation assistance is NOT available for this position
  • Visa sponsorship is NOT available with this position.
  • This position will require up to 0-25% travel


Summary Pay Range:

$97,530.00 - $146,290.00

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

This position requires working onsite five days a week.

Visa Sponsorship is not available for this position.

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Not ready to apply? Join our Talent Community.

About Caterpillar, Inc

Progress Rail Services Corporation, a Caterpillar company, is one of the largest integrated and diversified suppliers of railroad and transit system products and services worldwide. Since its acquisition by Caterpillar Inc. in 2006, Progress Rail has used the Caterpillar international footprint to gain quick and widespread notice and approval across the globe. Product technology, reliability and durability, along with legendary aftermarket parts and service support, have been their keys to success. Caterpillar is the world's leading manufacturer of construction and mining equipment, diesel and natural gas engines and industrial gas turbines. The technology and world reach of Caterpillar, combined with the service standard and historical reliability of Progress Rail, ensures their products and services make a growing impact on the world rail industry. With their acquisition of Electro-Motive Diesel (EMD), Progress Rail is the world's largest builder of diesel-electric locomotives for all commercial railroad applications including freight, intercity passenger, commuter, switching, industrial and mining. EMD is also a global provider of diesel power engines for marine propulsion, offshore and land based oil well drilling rigs and stationary power generation. Electro-Motive is the only diesel engine manufacturer of its size to have produced more than 70,000 engines. This success stems from product reliability, serviceability, load acceptance capability, low operating costs and ease of maintenance with standardized components.

Caterpillar, Inc. Careers

Join the robust team at Caterpillar, Inc., a global leader in construction and mining equipment, where innovation drives everything we do. As part of our team, you'll engage in work that improves the world and furthers your career with every project you touch.

Work You’ll Do

At Caterpillar, Inc., you will have the opportunity to contribute to a variety of groundbreaking projects that extend across the globe. Our commitment to leadership in the industry is unwavering, and we achieve it through a culture that fosters diversity and leadership development.

Explore Job Opportunities and Growth

Caterpillar offers a wide range of job opportunities and career paths, providing a platform for professional growth and development. Whether you're interested in engineering, sales, marketing, or management, Caterpillar has a position that will utilize your unique skills and talents. We are continuously hiring innovative minds to propel our mission forward and maintain our status as industry leaders.

Internship Programs

Kickstart your career with a Caterpillar internship. Our internships provide invaluable workplace experience and networking opportunities that often lead to full-time employment at our company. As an intern, you will work alongside experienced professionals and gain insights that will benefit you as you advance in your career.

Benefits and Culture

Choosing a career at Caterpillar means more than just having a job. It means you're part of a team that values diversity and is committed to creating an inclusive environment. We offer competitive benefits to ensure the health and well-being of our employees and their families. These benefits include health insurance, retirement plans, and paid time off, alongside unique perks like professional development and diversity training programs.

Innovation and Leadership

Drive innovation and industry leadership as part of the Caterpillar team. We empower our employees to lead from their first day on the job, encouraging continuous improvement and career advancement. At Caterpillar, your ideas will shape the future of our business and the industries we serve.

Join Our Team

Search open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players. Ready to start your journey at Caterpillar, Inc.? Explore our career portal for the latest job opportunities.

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Prepare for Your Interview

Make a great first impression. Prepare for your interview at Caterpillar by reviewing common questions and practicing your responses. Tailor your resume to highlight the experiences and skills that make you the ideal candidate for the position you are applying for. At Caterpillar, Inc., every role offers the chance to make an impact. Come be a part of our team and drive the future of our global industries. Your career at Caterpillar is not just about what you'll accomplish, but how you'll grow and the innovation you'll lead. Join us and build a career that matters.
Learn more about Caterpillar, Inc
Size
107,700 employees
Market Cap
$125.3 billion
Industry
Net Income
$2.9 billion
Founded
1925
5 Year Trend
+5.8%
Revenue
$41.7 billion
NASDAQ

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