Lead Technical Support Engineer

Description

Career Area:

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.

Key Responsibilities

1. Technical Leadership & Incident Resolution

• Serve as the technical lead for Tier 1 support operations across the Cat Digital portfolio.
• Provide advanced troubleshooting and root cause analysis for complex incidents.
• Act as the primary escalation point for Tier 1 analysts prior to engaging L2/L3 teams.
• Coordinate technical response and communications during major incidents and service disruptions.
• Drive incident resolution, recovery efforts, and post-incident reviews.

2. Frontline Support Excellence

• Support global 24x7 technical support operations for Caterpillar dealers, customers, and internal users.
• Ensure accurate ticket triage, categorization, prioritization, and documentation.
• Drive improvements in First Contact Resolution (FCR) and Mean Time to Resolution (MTTR).
• Maintain adherence to established support processes, SOPs, and operational runbooks.

3. Coaching & Team Enablement

• Mentor and guide Tier 1 analysts on troubleshooting techniques, incident management, and customer engagement.
• Facilitate onboarding and continuous technical training for support engineers.
• Promote effective utilization of knowledge articles, runbooks, and support tools.
• Foster a culture of accountability, collaboration, and continuous learning.

4. Service Reliability & Process Improvement

• Identify recurring issues and drive shift-left initiatives to improve support effectiveness.
• Partner with engineering teams to automate repetitive support activities.
• Enhance knowledge management practices to improve self-service and issue resolution.
• Recommend improvements to workflows, monitoring, alerting, and escalation processes.

5. Stakeholder Collaboration

• Act as a liaison between customer support, engineering, product teams, and external partners.
• Provide timely updates on critical incidents and service health.
• Contribute operational insights that influence product and platform improvements.
• Support business stakeholders with issue analysis, trend reporting, and service recommendations.

Core Skills

Technical

• Strong expertise in incident management and production support.
• Experience with ITSM platforms such as ServiceNow, Jira, or equivalent tools.
• Knowledge of cloud platforms, application support, APIs, integrations, networking, and system diagnostics.
• Familiarity with monitoring and observability tools (Datadog, Splunk, OTel, Dynatrace, etc.).
• Understanding of ITIL-based support and service management practices.

Functional

• Advanced troubleshooting and problem-solving capabilities.
• Incident triage, prioritization, and escalation management.
• Knowledge management and process improvement.
• Customer-focused support delivery.

Leadership

• Technical mentoring and coaching.
• Effective stakeholder communication and coordination.
• Decision-making in high-pressure environments.
• Strong ownership and accountability.

Key Performance Indicators (KPIs)

• First Contact Resolution (FCR)
• Mean Time to Resolution (MTTR)
• First Response Time (FRT)
• SLA Compliance
• Escalation Reduction Rate
• Ticket Backlog and Aging
• Customer Satisfaction (CSAT)
• Knowledge Base Contribution and Reuse

Experience & Qualifications

• 13–15 years of experience in IT Operations, Application Support, Production Support, or Customer Support environments.
• Proven experience leading technical incident resolution in enterprise-scale environments.
• Strong background supporting cloud-based and customer-facing applications.
• Experience working with global support teams in a 24x7 operational model.
• Exposure to Caterpillar digital products and platforms, including:
  • VisionLink
  • Product Link
  • Telematics Solutions
  • Cat Remote Asset Monitoring (RAM)
  • Dealer Service Portal (DSP)
  • Cat Machine and Engine Product Support
  • Energy & Transportation (E&T) Platforms

Preferred Certifications

• ITIL Foundation or equivalent Service Management certification.
• Cloud certifications (AWS, Azure, or GCP) preferred.
• Production Support or Incident Management certifications are a plus.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

Not ready to apply? Join our Talent Community.