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Digital Tech Support Analyst
| Company | Caterpillar Inc. |
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| Location | Peoria, IL, USA |
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| Salary | $110885 – $119520 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- Bachelor’s degree or foreign equivalent in Information Technology, Computer Science, or other related technical degree
- 5 years of experience as a Software Developer, Oracle Database Developer, Network Analyst, or related occupation
- Administration tasks for Windows/Linux operating systems
- Relational databases support, querying, and database reporting
- AWS services such as EC2, S3, VPC, Route 53, RDS, CloudFormation, EC2, DynamoDB (NoSQL), Lambda, logging/CloudWatch, IAM, Certificate Manager, ELB, EBS, ECS, Cloud Front/WAF, SQS, SNS, and SES
- Programming languages: PowerShell, SQL, JSON, DOS, and KQL
- Deploying autoscaling features
Responsibilities
- Provide Worldwide monitoring of overall performance including reliability, durability, maintainability, and serviceability of assigned current and future digital products
- Identify, investigate, and obtain resolution commitments for all significant field issues to maintain and improve assigned digital product performance
- Issue identification, report all forms from customers, dealers, industry reps and subsidiaries
- Issue investigation, statistical analyses, physical testing, and analysis of application failures returned parts, development of quick field fixes, suggested design or manufacturing improvements
- Formally document issues and provide follow-up on the resolution process with industry and development teams
- Conduct Serviceability Audits on NPI for digital products and applications
- Provide input for setting targets for digital product and application reliability, durability, and serviceability to be stated in the functional specifications
- Initiate service publications to announce significant digital product and application improvements and temporary field fix information to key dealer personnel, through appropriate communication channels
- Issue Parts Stock Authorization letters to meet abnormal demands due to new field issues with digital products
- Stay current with all digital products and applications, also develop, and maintain a digital products and application knowledge base and training materials
- Provide digital product and application support to Distribution Services Divisions (DSDs), dealers, Corporate Account Managers, subsidiary service groups, warranty technicians, sales development, product support development, test and evaluation, research, and service training
- Participate in Safety Audits and provide technical assistance for defense in digital product and application liability lawsuits
- Conduct dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications
- Use Windchill, Solr, Arbortext, Acrolinx, Canvas, Creo applications on Linux and Windows servers
- Utilize Azure DevOps products such as Azure pipelines, Repos, Story boards, and artifacts
- Responsible for Linux Kernel based virtual machines hypervisor builds
- Manage the Operating system related packages using RPM/ YUM tools on Redhat Linux and Solaris servers
- Responsible for File system management on RedHat Linux and Solaris servers using LVM/ SVM/ ZFS/ GFS utilities
- Responsible for developing and troubleshooting shell scripts, PowerShell, bash, DOS, and PERL
Preferred Qualifications
No preferred qualifications provided.
