Tier 2 Support Analyst
Core
Provide platform stability and production support for cloud-based services including on-call support, incident management, and operational readiness.
Role type
Tier 2 Support Analyst (Cloud Operations)
Builds
Cloud-based services for Caterpillar's digital solutions (Helios cloud APIs, Azure services)
Domain
Heavy machinery / Industrial IoT / Cloud Infrastructure
Required skills
Incident management (ServiceNow), Root cause analysis, Cloud monitoring (CloudWatch, Datadog, Kibana), SQL/data investigation, Identity platforms (Entra ID, Azure B2C, IAM), Runbook development, Cross-team collaboration
Preferred skills
Python/PowerShell scripting, API testing (Postman, curl), AI/automation tooling, CI/CD pipeline ownership, Release/deployment management
Technologies
Azure, Helios, ServiceNow, CloudWatch, Apigee, Kibana, Datadog, ThousandEyes, Entra ID, Azure B2C, PingFederate, GitHub Copilot
