Lead Technical Support Engineer

Caterpillar Inc.•Peoria, IL

1d•$128,470 - $192,710•Onsite

About The Position

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Your Work Shapes the World at Caterpillar Inc. Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better, more sustainable world. Job Summary: The Lead Digital Technical Support Engineer is responsible for monitoring overall performance of assigned digital application products and handling customer issues through resolution. As part of the Cat Digital Operations Support team, the primary focus will be on technical support of dealer tools used with Caterpillar’s eCommerce solutions for online purchase of parts & services. These applications provide dealers with the ability to configure preferences, locations, etc.

Requirements

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.
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.
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.
Knowledge of application design and architecture principles and practices; ability to utilize application design methodologies, tools, and techniques to convert business requirements and logical models into a technical application design.
Knowledge of computer architecture and system software interaction; ability to design and build a fundamental architecture of operating systems, database management systems, communications protocols, compilers and other development tools.
Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
A college or university degree, technical certification, or equivalent working experience
Experience in application support
Problem Management experience
IT Service Management (ITSM) experience
Azure DevOps experience

Nice To Haves

eCommerce experience, especially HCL Commerce version 9
Organizational Incident, Problem, and Change Management experience
Experience within a support space, sharing what the business needs and articulating that finding to others
Expertise with high availability architecture

Responsibilities

Service level manager for the managed service providing application support, ensuring application availability and issue resolution targets are met to maintain and improve assigned digital product performance.
Incident management: identification, prioritization, investigation, troubleshooting, debugging of complex issues and driving the creation of fixes to resolve issues.
Change management: manage change tickets and activities to implement bug fixes.
Problem management: coordination/communication of problem management activities, identification of root cause, implementation of interim corrective actions, implementation of permanent corrective actions, and reporting.
Resolution of commitments: formally document issues and provide follow-up on the resolution process with internal and external teams and management.
Stay current with all digital products and applications to develop and maintain a digital products and application knowledge base and training materials.
Manage dealer escalations and communication streams between stakeholders and the support team.
Employees are also responsible for performing other job duties as assigned by Caterpillar management from time to time.