Cat Digital uses digital technologies to help Caterpillar Inc. customers build a better world.

Digital Tech Support Analyst at Caterpillar (Remote)

Sorry, this job was removed at 11:02 p.m. (CST) on Monday, June 5, 2023
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Career Area:
Job Description:
Responsibilities of the incumbents 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 all significant field 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, physical testing, and analysis of application failures, returned parts, development of quick field fixes, suggested design or manufacturing improvements, etc.
  • Resolution of commitments; formally document issues and provide follow-up on the resolution process with industry and development teams.
  • 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 Distribution Services Divisions (DSDs), dealers, Corporate Account Managers, subsidiary service groups, warranty technicians, sales development, product support development, test & evaluation, research, service training, etc.
  • Manage & support infrastructure for Test, QA & Production environments.
  • Provide Level 3 application support. Must be able to support 24 x 7.
  • Deliver production environment availability of 99.7% availability and 98% QA Availability.
  • Maintain SLA, System Availability, Capacity management, and Performance KPI's.
  • Daily system monitoring and maintenance activities.
  • Troubleshoot and resolve any reported problems.
  • Responsible for problem management activities such as issue resolution and root cause analysis.
  • Work closely with application development and support teams to tune and troubleshoot applications.
  • Lead and implement commercial software upgrades and updates.
  • Ensure application and data security.
  • Maintain system documentation.
  • Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.

Basic Qualifications:
Requires a college or university degree, technical certification, or equivalent experience.
At least 3 years of experience in infrastructure system administration or support work
Top candidates will also have:

  • Expertise in administration tasks for Windows/Linux operating systems
  • Expertise with relational databases support, querying and database reporting
  • Working experience with programming languages: Powershell, SQL, JSON, DOS and KQL
  • Working knowledge on deploying autoscaling features
  • Expertise with high availability architecture
  • Knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillar's organization.
  • Experience and expertise in the following software and components:
  • PTC software: Windchill, Publishing Engines, Arbortext Editor, and Creo Illustrate
  • Oracle 12g/19c
  • Solr Server
  • Oracle Secure Global Desktop Server
  • Apache
  • Tomcat
  • Windows Server 2016
  • Redhat Enterprise Linux 7

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
Not ready to apply? Submit your information to our Talent Network here .

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baton Rouge, LA
Birmingham, AL
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Provo, UT
Raleigh-Durham, NC
Richmond, VA
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Wichita, KS
Wilmington, NC

What are Caterpillar Perks + Benefits

Volunteer in local community
Caterpillar Inc. participates in local volunteer activities such as the Chase Corporate Challenge
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Recreational clubs
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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