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.

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 engi

📌 Lead Technical Support Engineer (Chennai)
🏢 Caterpillar
📍 Chennai