Caterpillar, Inc

Digital Tech Support Analyst

Caterpillar, Inc$89K — $133K *
Telecommunications & Hardware
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 2+ years of experience in Telematics or technology-based Customer Service and Support
  • Strong understanding of Telematics systems and Product Link hardware and software
  • Familiarity with tools such as Salesforce, ServiceNow, and Dynamics 365
  • Knowledge of Cat Digital products including VisionLink and Dealer Service Portal
  • Background in Construction Industries and Resource Industries, plus knowledge of Power & Energy segments

Responsibilities

  • Serve as a Subject Matter Expert for Telematics, providing knowledgeable support on digital products
  • Manage support cases and service tickets ensuring a positive customer experience
  • Perform technical triage and troubleshooting on telematics and digital product issues
  • Drive timely resolutions in line with Service Level Agreements while maintaining customer communication
  • Document issues reported by customers and stakeholders to capture their impact
  • Conduct investigations through testing, analysis, and reviews for issue resolution
  • Support continuous improvement by identifying recurring issues and recommending process enhancements

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)
  • Career Development programs
  • Tuition Reimbursement
  • Parental leave and Adoption benefits
  • Employee Assistance Program and Voluntary Benefits
Full Job Description

Career Area:

Technology, Digital and Data

Job Description:

Job Summary:
The Technical Support Analyst is responsible for Providing Worldwide support for all assigned digital products and handling customer issues through resolution including on-board and off-board Telematics Connectivity issues.

What You Will Do:

  • Serve as a Telematics Subject Matter Expert (SME), maintaining current knowledge of digital products, Telematics solutions, and supporting applications to effectively assist customers, dealers, and internal Caterpillar teams.
  • Manage support cases, service tickets, and inbound inquiries to deliver a secure, efficient, and customer-focused support experience during every interaction.
  • Perform technical triage and troubleshooting activities to identify, diagnose, and resolve telematics and digital product issues.
  • Drive timely resolution of customer and dealer concerns by adhering to established Service Level Agreements (SLAs), while ensuring proactive communication and follow-up throughout the support process.
  • Identify and document issues reported by customers, dealers, industry representatives, and Caterpillar subsidiaries, ensuring accurate capture of impact and business requirements.
  • Conduct issue investigations through basic testing, statistical analysis, system reviews, and application failure analysis to determine root causes and corrective actions.
  • Maintain formal documentation of issues, corrective actions, and resolutions while providing regular status updates to customers, dealers, and internal stakeholders.
  • Support continuous improvement initiatives by identifying recurring issues, recommending process enhancements, and contributing to operational excellence across digital support functions.

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: 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.
  • Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, UI functionality.

Considerations For Top Candidates:

  • 2+ Year of experience in Telematics or technology-based Customer Service and Support
  • Strong understanding of Telematics systems; Product Link Hardware and Software
  • Experience working with tools such as Salesforce, ServiceNow and Dynamics 365
  • Knowledge of Cat Digital products such as VisionLink, Dealer Service Portal, Service Information System, etc.
  • Knowledge of Construction Industries (CI) Resource Industries (RI) and Power & Energy (P&E) segments

 

Summary Pay Range:

$89,210.00 - $133,810.00

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.

 

 

Posting Dates:

September 4, 2026 - September 11, 2026

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.

Stay Connected

Keep up to date with company news, career tips, and industry insights—all from the people who work here. Subscribe to our careers blog and personalize your subscription to receive updates that align with your career interests.

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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