Technical Support Engineer - eCommerce

Who is CAT Digital? What do we do?

Big machines require big thinking. Are you looking for your next big challenge?

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 one million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better world.

Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We’ve created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us.

Job Opportunity:

We are seeking talented individuals to join our team to help us grow our presence, organization, culture, which will drive our digital product development efforts. As a member of our team, you will have the opportunity to work with cutting-edge technologies and collaborate with top professionals working on very high impact and visibility products. Don't miss this chance to join and support digital innovation for a global leader in heavy machinery!

What will you do?

As a Technical Support Engineer, you will identify, investigate, monitor and resolve customer issues in accordance with standards, processes and defined service level expectations. You will support Caterpillar dealers, customers and internal business partners across critical digital and eCommerce applications. This role connects Cat Customer Support (CCS), Tier 1 support agents, Tier 2/3 support teams, product teams and business partners to resolve escalated issues, strengthen knowledge content and improve support processes. You will as well:

• Provide support for Caterpillar digital and eCommerce applications, including parts.cat.com, Cat Central, ECT, Cat IP, SIS, and Cat Converge Suite.
• Support new programs and product transitions by developing practical procedures and launch-readiness materials.
• Investigate, monitor and manage technical support cases in accordance with standard procedures and service level expectations.
• Review case data to identify trends, documentation gaps and process improvement opportunities that may impact Tier 1 support performance with focus on increasing Tier 1 resolution.
• Coordinate with product, supplier and advanced support teams to drive action on escalated or aging cases.
• Document issue details, recommended solutions, resolution steps and improvement opportunities to strengthen knowledge management.
• Communicate customer and dealer feedback to technology and business teams to improve product quality and service delivery.
• Handle Tier 1 cases as needed.
• Take ownership of escalated cases, following to resolution.
• Collaborate with the Caterpillar eCommerce Technical Support Workstream leads, business partners, and the supplier Tier 1 advisors and Technical Analysts located globally, including the US, Manila, Philippines, and Sofia, Bulgaria.

This position works directly with Slovakia based engineering leadership and Cat Digital IT in the US.

What you have:

• 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.
• Customer-focused approach with the ability to build productive relationships with dealers, customers, suppliers and business partners.
• Problem-solving skills, including the ability to assess issues, diffuse escalations, document findings and recommending next steps.
• Ability to work independently, manage multiple priorities and escalate appropriately when support is needed.
• Ability to use troubleshooting approaches, tools and techniques to analyze issues and determine root cause.
• Experience with end-user issues and evaluating hardware, software, application, or operational factors impacting performance.
• Experience with analyzing code, logs and current systems as part of advanced troubleshooting.
• Knowledge of documenting troubleshooting steps, findings, tools used and recommended solutions for advanced to update the knowledge for the Technical Analysts.

Top Candidates will also have:

• Experience with Microsoft Dynamics 365, Salesforce, ServiceNow or similar ITSM/CRM platforms.
• Familiarity with NetSuite, ERP concepts, integrations, APIs or eCommerce applications.
• Experience using Microsoft products such as SharePoint, Teams, Excel, Power BI, Copilot or other productivity and reporting tools.
• Experience working in a call center, digital operations or application support environment.
• Experience supporting application launches, product transitions, testing or process implementation.
• Demonstrated ability to analyze support trends, identify root causes and recommend practical process or documentation improvements.
• Experience with log analyzes tool, Splunk, Cloudwatch , OpenSearch

What we offer:
At Cat Digital, we are committed to fostering a culture of innovation and continuous learning, and we believe in investing in the development of our employees. As a member of our team, you will have access to a wide range of training and development opportunities, as well as very competitive compensation and benefits packages, like:

• 3 000+ euros / month gross
• Performance related annual cash incentive
• Industry leading Pension plan
• 5 days of extra vacation above the legislative requirement
• Attractive Life insurance
• 1 volunteering day
• Multisport Card

Take the chance to apply now for this position at Cat Digital Slovakia branch!

Contract type:
Full-time.

Place of work:

Kosice, Slovakia

Additional Information: