Digital Tech Support Analyst

• Own incident tickets through the full lifecycle from initial triage to resolution and closure.
• Collaborate with engineering platform product and operations teams to diagnose issues and coordinate fixes.
• Lead or contribute to root cause analysis and ensure follow up actions are identified and tracked.
• Ensure platform reliability through monitoring alerting security and operational best practices.
• Respond to and manage production incidents impacting Azure services and Helios cloud APIs.
• Drive reliability stability and operational readiness improvements across cloud platforms.
• Understand end-to-end technical and business flows to support production services effectively.
• Develop maintain and improve clear actionable runbooks for operational support.
• Lead knowledge transfer sessions to ensure support teams are ready for production support.

• 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: Strong understanding of monitoring alerting runbooks and ability to proactively improve support processes tooling and documentation.
• Business Intelligence: Knowledge of business intelligence; ability to utilize business processes and technologies for gathering storing analyzing and providing access to data that helps the organization make better business decisions.
• Application Design Architecture: Experience supporting multi-region cloud services and familiarity with identity platforms (Entra ID Azure B2C IAM/IdentityIQ PingFederate MFA).
• Data Warehousing: Knowledge of how to collect data from different information sources and distribute them to users; ability to simplify information systems and make sound business decisions.
• Systems Software Infrastructure: Hands on experience with Azure monitoring tools (Application Insights Log Analytics/KQL Azure Monitor) and observability platforms (Apigee Kibana AppDynamics ThousandEyes).
• Technical Troubleshooting: Solid SQL/data investigation skills and experience troubleshooting access session management and application issues. Experience supporting production grade customer-facing platforms in complex multi-team environments including on-call and incident response. Strong experience managing incidents end-to-end using ServiceNow within enterprise ITSM frameworks. Proven ability to drive root cause analysis and continuous improvement to enhance system reliability.

• Proficiency scripting in Python and/or PowerShell to build automation and runbooks-as-code.
• Experience with API testing/clients (Bruno Postman curl) and REST integrations.
• Experience leveraging AI/automation tooling (e.g. agentic workflows GitHub Copilot MCP) to accelerate triage RCA and support workflows.
• Ability to trace issues to source code and CI/CD pipelines across distributed services.
• Ownership of release/deployment and rollback processes (slot swaps pipeline triggers staged rollouts).

• This position requires the candidate to be in Chicago IL Peoria IL or Irving TX
• Relocation assistance is NOT available for this position
• Visa sponsorship is NOT available with this position.
• This position will require up to 0-25% travel

• 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

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 our customers build a better world.

Why Work With Us

The Cat Digital team is at the forefront of Caterpillar’s evolution. We take pride in solving complex problems by building new systems from the ground up. On our team you’ll leverage data from across our entire enterprise to find solutions that open a new world of possibilities for our customers and dealers. Join us in building a better tomorrow.

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