Senior Digital Technical Support Engineer, D365

Caterpillar Inc.

About The Position

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. 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 Senior Digital Technical Support Engineer; D365 will play a critical, senior role in the Cat Digital Dealer and Rental Systems team, reporting to the Senior Manager Software Engineering, ERP. This role will lead the engineering team’s technical support of enterprise solutions for Microsoft Dynamics 365 Customer Engagement and Finance & Operations, including but not limited Sales, Customer Insights, Customer Service, Field Service, Project Operations, Finance, Supply Chain Management, and Commerce. This role will serve as a technical authority in helping support and troubleshoot D365 applications, and collaborating cross-functionally with product, integration, quality assurance, DevOps, cloud infrastructure, architecture, and other support & development teams to ensure scalable, resilient, and future-ready solutions. This role requires deep expertise in Microsoft Dynamics 365 and Power Platform, combined with a strong understanding of enterprise system integrations, a multi-tier technical support organization, and incident management, escalation, and resolution.

Requirements

Technical Troubleshooting: Implement best practices for technical troubleshooting approaches, tools and techniques
Anticipate, recognize, and resolve technical issues on infrastructure, application, or operation
Assess critical inter-dependencies among individual system elements that help and hinder performance
Lead incident response efforts, coordinating root cause analysis and corrective actions to minimize downtime and prevent recurrence
Effective Communications: Provide relevant information and convey ideas, information, and business needs that cater to all audience types
Adapt documentation and presentations for the intended audience
Perform demos and walkthroughs
Communicate clearly, effectively, and professionally; downward, upward, and outward
Business Intelligence: Leverage monitoring solutions to proactively detect system anomalies, performance degradation, and emerging risks
Collaborate with support, operations, and DevOps teams to ensure seamless monitoring and support of integrations and interoperability between enterprise applications and cloud infrastructure
Utilize business processes and technologies for gathering, storing, analyzing, and providing access to data that helps the organization make better business decisions.
Stay current with industry best practices and emerging technologies to anticipate future challenges and opportunities for system enhancement
Customer Focus: Align customer needs and satisfaction as primary considerations in all business decisions and leverage that information in delivering best-in-class technical support.
Conduct, document and communicate the impacts of application changes
Act as a product and customer advocate within the engineering team, ensuring insights are incorporated into product improvements and support processes.
Develop and maintain comprehensive documentation of system architecture, dependencies, and support procedures to facilitate rapid troubleshooting and knowledge transfer internally and to other teams supporting end users.

Nice To Haves

Proven track record of supporting large-scale enterprise D365 implementations
Expert level experience with supporting Power Platform applications
Extensive experience with Azure DevOps
Extensive experience with quality assurance team collaboration
Extensive experience with Azure Application Insights for D365
Extensive experience with in-app help, training, or tutorial solutions (preferably WalkMe)
Extensive experience with multi-channel communication solutions for D365 (native and 3rd party)
Working knowledge of SQL queries and reporting
Working knowledge of Azure tenant and environment management
Working knowledge of Azure microservices and other components
Working knowledge of Microsoft Fabric

Responsibilities

Serve as the technical support authority within the ERP Engineering team
Serve as the lead Tier 3 support resource for D365 and the primary liaison to Cat Customer Support
Serve as the lead support engineer for all D365 incidents and escalations to Microsoft Unified Support
Prepare technical documentation and training to other teams
Prepare non-technical documentation and presentations to share with other teams and stakeholders
Provide support to architects and engineers by fulfilling their data requests, preparing reports, and providing technical assistance
Play a key role in conducting risk assessments, root cause analysis, corrective actions, quality assurance processes and issue resolution.
Communicate end user feedback to technology teams in order to improve product quality and roadmap
Lead initiatives to improve support process efficiency and productivity
Foster a development culture of innovation and excellence