Product Support Analyst

Job Description:

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.

Caterpillar’s Mining Technology Enabled Solutions (MTES), a department within Surface Mining and Technology, is currently seeking a Product Support Analyst to be located in Tucson, AZ, Rapid City, SD, or Peoria, IL. Reporting to the Product Support Manager, you will work with various stakeholders, including engineering, dealers, and customers to provide technical support services. You must have advanced technical skills in investigating, troubleshooting, and problem‑solving applications and technical problems for various Mine Star™ backend platforms and architecture.

• Provide support for cloud‑hosted applications that deliver solutions to Caterpillar dealers and customers around the world.
• Provide hands‑on product expertise to complete problem analysis and provide Interim Corrective Actions (ICA).
• Manage workload and escalate in a timely manner.
• Analyze and process tickets to responsible parties.
• Work with third‑party vendors and internal IT teams to provide application enhancements to ensure overall application performance and improvements in reliability, maintainability, and customer experience.
• Communicate with dealers regarding status, problem troubleshooting, etc.
• Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
• Manage updates, upgrades, and other maintenance tasks in backend platforms and software areas.

Degree or equivalent experience desired.

Technical Excellence:
Advanced information technology and application knowledge and support experience. Advanced knowledge in maintaining, updating, and deploying services in Azure and AWS using Windows VMs, docker containers, and other technologies. Advanced knowledge in maintaining, creating, and testing user‑facing programs and support tools in C#, Power Shell, Python, SQL, and other scripting or programming languages. Experience in documenting programs to create troubleshooting and how‑to guides.

Technology Advising:
Knowledge of effective advisory methods and ability to provide valued information and advice to clients regarding products, technologies, services, and solutions for a specific technology domain.

Customer Support:
Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions.

Requirements Analysis:
Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

Relationship Management:
Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

System Testing:
Knowledge of system and software testing; ability to design, plan, and execute system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle.

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.

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

Technical Writing/Documentation:
Knowledge of technical writing; ability to write technical documents such as manuals, reports, guidelines or documents on standards, processes and applications.

Caterpillar Mine Star™ DSS and Edge and/or other Mine Star™ system experience including implementation.

Intermediate experience with various SQL technologies (MSSQL, Postgres, etc.)

Intermediate experience with various development languages (Power Shell, Python, C#.net, etc.)

Mining industry experience.