The Digital Tech Support Analyst provides global support for Caterpillar's digital products and applications, delivering technical roadmaps, analyzing requirements, resolving issues, and ensuring performance and service levels. This onsite role in Chicago, IL collaborates with customers, dealers, and internal teams to meet business objectives.
Location
Chicago, IL (onsite)
Compensation
Salary range: USD 99,840 - 133,810 per year.
Role Summary
Provides worldwide digital product and application support for Caterpillar, delivering technical roadmaps, analyzing requirements, resolving issues, and ensuring performance and service levels. Collaborates with customers, dealers, and internal teams to meet business objectives.
Responsibilities
- Create and communicate technical roadmaps for business processes and applications to align with objectives, standards, and processes.
- Assess business requirements and identify current technical gaps necessary to support strategies and expectations.
- Perform risk assessments, root cause analysis, implement corrective actions, oversee quality assurance, and resolve routine issues.
- Relay client feedback to technology teams to improve deliverables and satisfy business requirements.
- Monitor the performance of assigned digital products and provide premier support to resolve customer issues.
- Provide global support for overall performance, including reliability, durability, maintainability, and serviceability of current and future digital products.
- Identify, investigate, and secure resolution commitments for significant field issues to maintain and enhance product performance.
- Document feedback and reports from customers, dealers, industry representatives, and subsidiaries.
- Analyze and troubleshoot software issues, developing interim corrective actions or temporary workarounds.
- Formally document issues and follow up on the resolution process with industry and development teams.
- Adhere to defined service level agreements for issue resolution reported by customers, dealers, and internal teams.
- Initiate service publications to announce major digital product improvements and temporary field fixes to key dealer personnel through appropriate channels.
- Stay current with all digital products and applications, and develop and maintain knowledge bases and training materials.
- Provide digital product and application support to Distribution Services Divisions, dealers, corporate account managers, subsidiary service groups, warranty technicians, sales development, product support development, testing and evaluation, research, and service training.
- Participate in safety audits and provide technical assistance for defense in digital product and application liability matters.
- Conduct dealer and customer visits to provide expert technical assistance on urgent field issues for digital products and applications.
Requirements
- Bachelor’s degree or foreign equivalent in Computer Information Systems, Computer Science, or a related field.
- Minimum of two years of experience as a Tier 2 or Tier 3 Support Analyst, Application Support Specialist, Technical Support Engineer, or similar role.
- Experience supporting relational databases, including querying and reporting.
- Proficiency in creating and executing Python scripts.
- Experience with Postman or comparable tools for API requests and responses.
- Knowledge of VisionLink, Product Link hardware, and SOS Web Services.
- Experience with Salesforce, ServiceNow, Azure DevOps, and other ticketing/SaaS platforms.
Technologies
- Python
- Postman
- VisionLink
- Product Link hardware
- SOS Web Services
- SalesForce
- ServiceNow
- Azure DevOps
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
Posting Dates
Posting window: June 29, 2026 to October 28, 2026.
Pay Range
Summary pay range: $99,840.00 - $133,810.00 per year.
