Digital Tech Support Analyst - Cat Customer Support

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: As a Digital Tech Support Analyst in Cat Customer Support, you will be the voice, guide, and problem-solver for our global CI customers actively using or onboarding Cat Technology product offerings, Product Link & VisionLink. You won’t just answer questions, you’ll restore trust, reduce downtime, and help customers feel confident using our products. Every solution you provide will directly improve the customer experience/satisfaction and strengthen our reputation for exceptional service. What You Will Do: Respond to customer inquiries via phone, email, and live chat with empathy, clarity, and accuracy. Diagnose and troubleshoot hardware, software, and connectivity issues Provide support for the following technologies: Grade Control (2D/3D), Payload, Cat Command, Detect/Safety systems as well as other machine-based inquiries Document issues, solutions, and patterns in our ticketing system to help improve future support. Collaborate with product and engineering teams to escalate complex issues and provide feedback for product improvements. Meet key performance metrics such as response time, quality, resolution rate, and customer satisfaction scores 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. Ability to listen to and understand customer needs, respond with empathy and urgency, and provide accurate, timely technical solutions that reduce customer effort, restore confidence, and improve the overall support experience. Prioritizes customer needs, reduces effort, and delivers a positive support experience. 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. Communicates technical information clearly and professionally across phone, email, and chat while actively listening, confirming understanding, and guiding customers through next steps or resolution. Communicates escalation details clearly to internal teams so complex issues can be resolved efficiently. Ensures written communication is concise, accurate, professional, and in simple terms (limited technical jargon) in order for customers to understand Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation. Diagnoses hardware, software, connectivity, application, and machine technology issues by asking targeted questions, analyzing symptoms, using available resources, and guiding customers through clear resolution steps or escalation. Analyzes customer symptoms, error messages, system behavior, and available data to determine likely root cause and next steps. Guides customers through step-by-step troubleshooting in a clear, calm, and professional manner. Considerations For Top Candidates: Experience working in a contact center environment Experience with documentation and knowledge sharing Experience with Earthmoving and Heavy Equipment technology which includes Grade Control (2D/3D) and Payload Experience with Detect & Safety Systems Cat Command, Product Link, VisionLink, as well as technical knowledge of Cat machines, engines and generators Mechanical aptitude and the ability to understand machine systems, components, and operational behavior is preferred Experience with CRM tools with Salesforce or MS Dynamics preferred Additional Info: Bilingual (English/Spanish a plus) Flexibility to work hours between 6:00am – 6:00pm (Central Time) Summary Pay Range: $97,530.00 - $146,290.00 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: July 2, 2026 - July 12, 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. There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar. Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.