Technical Support Engineer - ALI
Core
Monitor performance of digital products and resolve technical issues for dealers and customers of Caterpillar's digital portfolio.
Role type
Technical Support Engineer
Builds
Digital solutions for heavy machinery customers and dealers (Cat Foresight, Cat Inspect, Dealer Collaboration Communities)
Domain
Heavy machinery / Industrial IoT / Digital Services
Deliverable
client delivery
Required skills
Technical troubleshooting, root cause identification, case management, statistical analysis, process mapping, knowledge base creation, service level agreement management
Preferred skills
Cloud solutions (AWS, Azure), application design and architecture awareness, contact center operations experience
Technologies
Salesforce, Service Now, BI Products
Responsibilities
Monitor overall performance of assigned digital products, provide direct dealer and in-region support, troubleshoot digital applications, investigate and analyze application failures, document issues and follow up on resolution, manage escalations, create and update self-service support articles, conduct occasional dealer and customer visits for urgent field issues
Seniority
Individual Contributor
