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

Lead Technical Support Engineer at Caterpillar (Chicago, IL)

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Career Area:
Job Description:
The Lead Technical Support Engineer is responsible for design, development and support of CAT Digitals operations team tools, performance monitoring and reporting, and incident alerting for various CAT digital products and platforms. The development of these monitoring capabilities drives operations proactive capabilities to ensure that the availability and reliability of these systems meet our SLAs and ultimately ensures that customers experience the performance and reliability that they come to expect.
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.
  • Provide team leadership and oversight to digital technical operations team to ensure that processes and tools are optimized
  • Identify, investigate and design automation in support of operations initiatives and improve assigned digital product performance.
  • Develop monitoring and alerting capabilities and tooling for AWS, Azure and on prem systems
  • Issue investigation, root cause, and statistical analyses of application failures
  • Resolution of commitments; formally document issues and provide follow-up on the resolution process with industry and development teams.
  • Conduct Serviceability Audits on development team's effective utilization of monitoring, backup and disaster recovery capabilities
  • Design enabling solutions that allow development organizations to scale monitoring and alerting
  • Provide input for setting targets for digital product and application reliability, durability and serviceability to be stated in the functional specifications.
  • Stay current with digital products
  • Assist the operations team with continued process improvements, and root cause analysis
  • Participate in Safety Audits and provide technical assistance for defense in digital product and application liability lawsuits.
  • Conduct dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.
  • Work with CAT Digital architecture teams in defining operations focused standards

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 10 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
  • Experience with AWS services: S3, Route 53, RDS, CloudFormation, Lambda, logging/CloudWatch, SNS, Kibana, and Elastic search
  • Working experience with Powershell, SQL, JSON, AppInsights, ServiceNow, Grafana, PowerBI
Visa sponsorship available for eligible applicants.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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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
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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