Digital Tech Support Analyst
Core
Deliver technical roadmaps, analyze business requirements, troubleshoot software issues, and provide worldwide support for digital product performance and reliability.
Role type
Tier 2/3 Digital Tech Support Analyst
Builds
Digital products and applications for dealers, customers, and internal service groups
Domain
Heavy machinery / Industrial equipment digital services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Relational database support and querying, Python scripting, API request/response generation, VisionLink and Product Link hardware support, Salesforce and ServiceNow proficiency
Preferred skills
Azure DevOps usage, knowledge base development, root cause analysis, risk assessment
Technologies
Python, Postman, VisionLink, Product Link, Salesforce, ServiceNow, Azure DevOps
Responsibilities
Conduct risk assessments and root cause analysis, analyze and troubleshoot software issues, monitor overall performance of assigned digital products, document issues and follow up on resolution, initiate service publications for product improvements, conduct dealer and customer visits for urgent field issues
Seniority
Mid-level, hands-on IC
