We Hire America Jobs

Career Area:

Business Technologies, Digital and Data

Job Description:

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.

Role Definition:

The Product Support Engineer at CAT Digital is responsible for monitoring and optimizing performance, resiliency, and availability of the leading-edge telematics platform that is connected with over 1.5 million machines. They will align closely with test and development teams to troubleshoot issues impacting applications that dealers and customers use to maintain their global fleets of Caterpillar equipment.

What You Will Do:

• Responsibilities of the incumbent is to provide Worldwide monitoring of overall performance (including reliability, durability, maintainability and serviceability) of assigned current and future digital products.

• Identify, investigate and obtain resolution commitments for platform & technical issues to maintain and improve assigned digital product performance.

• Issue identification; reports in all forms from customers, dealers, industry reps and subsidiaries.

• Issue investigation; statistical analyses, data triage and infrastructure problem-solving.

• Resolution of commitments; formally document issues and provide follow-up on the resolution process with industry and development teams.

• Liaise with internal Development teams, Product Teams, and our expansive Dealer Network to improve service delivery & support.

• Stay current with all digital products and applications, also develop and maintain a digital products and application knowledge base and training materials.

• Provide digital product and application support to internal product and service owners, external dealers, and customers

What You Will Have:

• Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.

• Systems Thinking: 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.

• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Customer Focus: 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.

• Systems Software Infrastructure: 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.

Consideration for Top Candidates:

• At least 5 years of experience in cloud infrastructure system administration or support work

• Extensive Experience with AWS tools such as CloudWatch logging, Lambda service, Simple Queue Service (SQS), Simple Notification Service (SNS), Simple Storage Service (S3), DynamoDB / NoSQL, and Relational Database Service (RDS)

• Experience with Virtual Private Cloud (VPC), CloudFormation, Elastic Compute Cloud (EC2), Identity and Access Management (IAM), Elastic Block Store (EBS), and Elastic Container Service (ECS)

• Working experience with API and scripting tools such as PowerShell, SQL, JSON, Python, Apigee, and Postman

• Experience with monitoring tools, such as Grafana, Kibana, AppInsights, AppDynamics, and ThousandEyes

• Experience with IT service management and support ticketing tools such as ServiceNow or Salesforce

• Expertise with Cloud database support (Snowflake), querying and database reporting

• Working knowledge on deploying autoscaling, automation, or continuous improvement features

• Expertise with high availability architecture

• Knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillar’s organization.

What you Will Get:

Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We’ve created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Learn more on our Built In Chicago page at https://www.builtinchicago.org/company/caterpillar

About Caterpillar

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

Additional Details:

This position has the option to be based out of either our Chicago, IL ; Peoria, IL; or Dallas, TX (Irving) offices with a flexible hybrid work environment.

#LI-Hybrid

#BI (used to post on Built In Chicago)

Visa sponsorship available for eligible applicants.

Posting Dates:

June 19, 2024 - June 30, 2024

Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .

There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.

Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.