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.

Responsibilities
- Investigates, monitors and manages technical support cases in accordance with standard procedures and service level expectations.
- Reviews 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.
- Coordinates with product, supplier and advanced support teams to drive action on escalated or aging cases.
- Documents issue details, recommended solutions,



resolution steps and improvement opportunities to strengthen knowledge management.
- Communicates customer and dealer feedback to technology and business teams to improve product quality and service delivery.
- Handles Tier 1 cases as needed.
- Takes ownership of escalated cases, following to resolution.

Interaction with Team
- Collaborates 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.

Technical Skills
Required
- Applies troubleshooting approaches, tools and techniques to analyze issues and determine root cause.
- Replicates end-user issues and evaluates hardware, software, application or operational factors impacting performance.
- Analyzes code, logs and current systems as part of advanced troubleshooting.
- Records troubleshooting steps, findings, tools used and recommend

📌 Digital Tech Support Analyst (Bengaluru)
🏢 Caterpillar
📍 Bengaluru