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Cat Digital delivers digital and technology solutions that power Caterpillar's world-famous yellow iron.
The Role
Provides worldwide technical support for Caterpillar digital products and telematics connectivity. Manages support cases, performs technical triage and troubleshooting, investigates root causes, documents issues and resolutions, meets service-level agreements, and communicates with customers, dealers, and internal teams. The role also identifies recurring issues and recommends process improvements to strengthen digital support operations.
Summary Generated by Built In
Career Area:
Technology, 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.
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 Technical Support Analyst is responsible for Providing Worldwide support for all assigned digital products and handling customer issues through resolution including on-board and off-board Telematics Connectivity issues.
What You Will Do:
What You Will Have:
Considerations For Top Candidates:
Summary Pay Range:
$89,210.00 - $133,810.00
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits:
Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
* These benefits also apply to part-time employees
Visa Sponsorship is not available for this position.
Posting Dates:
September 4, 2026 - September 11, 2026
Any offer of employment is conditioned upon the successful completion of a drug screen.
Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.
Not ready to apply? Join our Talent Community.
Technology, 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.
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 Technical Support Analyst is responsible for Providing Worldwide support for all assigned digital products and handling customer issues through resolution including on-board and off-board Telematics Connectivity issues.
What You Will Do:
- Serve as a Telematics Subject Matter Expert (SME), maintaining current knowledge of digital products, Telematics solutions, and supporting applications to effectively assist customers, dealers, and internal Caterpillar teams.
- Manage support cases, service tickets, and inbound inquiries to deliver a secure, efficient, and customer-focused support experience during every interaction.
- Perform technical triage and troubleshooting activities to identify, diagnose, and resolve telematics and digital product issues.
- Drive timely resolution of customer and dealer concerns by adhering to established Service Level Agreements (SLAs), while ensuring proactive communication and follow-up throughout the support process.
- Identify and document issues reported by customers, dealers, industry representatives, and Caterpillar subsidiaries, ensuring accurate capture of impact and business requirements.
- Conduct issue investigations through basic testing, statistical analysis, system reviews, and application failure analysis to determine root causes and corrective actions.
- Maintain formal documentation of issues, corrective actions, and resolutions while providing regular status updates to customers, dealers, and internal stakeholders.
- Support continuous improvement initiatives by identifying recurring issues, recommending process enhancements, and contributing to operational excellence across digital support functions.
What You Will Have:
- 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.
- 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.
- 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.
- Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, UI functionality.
Considerations For Top Candidates:
- 2+ Year of experience in Telematics or technology-based Customer Service and Support
- Strong understanding of Telematics systems; Product Link Hardware and Software
- Experience working with tools such as Salesforce, ServiceNow and Dynamics 365
- Knowledge of Cat Digital products such as VisionLink, Dealer Service Portal, Service Information System, etc.
- Knowledge of Construction Industries (CI) Resource Industries (RI) and Power & Energy (P&E) segments
Summary Pay Range:
$89,210.00 - $133,810.00
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits:
Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
- Medical, dental, and vision benefits*
- Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
- 401(k) savings plans*
- Health Savings Account (HSA)*
- Flexible Spending Accounts (FSAs)*
- Health Lifestyle Programs*
- Employee Assistance Program*
- Voluntary Benefits and Employee Discounts*
- Career Development*
- Incentive bonus*
- Disability benefits
- Life Insurance
- Parental leave
- Adoption benefits
- Tuition Reimbursement
* These benefits also apply to part-time employees
Visa Sponsorship is not available for this position.
Posting Dates:
September 4, 2026 - September 11, 2026
Any offer of employment is conditioned upon the successful completion of a drug screen.
Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.
Not ready to apply? Join our Talent Community.
Skills Required
- Knowledge of customer-focused practices and ability to create customized customer solutions
- Effective written and verbal communication skills
- Systems thinking and ability to understand system interdependencies
- Technical troubleshooting knowledge across hardware, software, and user-interface functionality
- Two or more years of experience in telematics or technology-based customer service and support
- Strong understanding of telematics systems, including Product Link hardware and software
- Experience with Salesforce, ServiceNow, and Dynamics 365
- Knowledge of Cat Digital products including VisionLink, Dealer Service Portal, and Service Information System
- Knowledge of Construction Industries, Resource Industries, and Power and Energy segments
What the Team is Saying
Pradeep
Software Engineer
Christina
Platform Services
Chad
Business Intelligence & Visualization
Madison
Recruiter
Rakshan
Digital Product Manager
MacGregor
Lead Software Engineer
Stan
Software Engineering Manager
Caterpillar Compensation & Benefits Highlights
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Retirement Support — Company materials and labor agreements describe a strong 401(k) program with matching and additional employer contributions for many groups, with recent union terms further enhancing retirement provisions. This breadth and employer funding position retirement as a core strength across regular full‑time roles.
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Healthcare Strength — The Total Rewards overview lists comprehensive medical, dental, and vision coverage, HSAs/FSAs, and an enhanced EAP with up to 16 counseling or coaching sessions per covered person, alongside wellness tools like Healthcare Bluebook. Such depth and supporting resources indicate robust healthcare support for most eligible employees.
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Leave & Time Off Breadth — Offerings include PTO (vacation, holidays, volunteer time), parental and adoption leave, and in some locations a year‑end shutdown, with tenure‑based accrual growth; union updates also expanded paid‑absence policies. These features provide multiple pathways for time away and family support, though exact practices can vary by site.
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The Company
What We Do
Cat Digital is the digital and technology arm of Caterpillar Inc., responsible for bringing digital capabilities to our world-famous yellow iron. With over 1.5M connected assets worldwide, our teams use data, technology, advanced analytics and AI capabilities to help solve our customers' toughest challenges.
Why Work With Us
At Cat Digital, we're accelerating Caterpillar's digital transformation to help customers solve their toughest challenges. Our teams use enterprise-wide data, emerging technologies, and customer insights to deliver solutions that drive real-world impact. Join us as we create innovative experiences that help customers succeed and power the world aro
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Caterpillar Teams
Caterpillar Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
Flexible
