Caterpillar Inc.

Product Support Specialist – Cat AI Solutions

Caterpillar Inc.

full-time

Posted on:

Location Type: Office

Location: Peoria • Colorado • Illinois • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $128,470 - $208,770 per year

About the role

  • AI Product Support & Issue Resolution
  • Facilitate cross functional team to diagnose, troubleshoot, and resolve technical issues related to AI assistants, machine-embedded AI, and integrated digital workflows.
  • Create and manage trouble reports; validate fixes for completeness, correctness, and business impact.
  • Escalate issues following established procedures and coordinate with engineering for root-cause analysis and corrective actions.
  • Provide ongoing support after production launches, ensuring updates, bug fixes, and enhancements are delivered effectively.
  • Customer & Dealer Support
  • Advise customers and dealers on usage, configuration, and best practices for AI-enabled tools (e.g., troubleshooting, parts identification, service workflows).
  • Deliver training and help documentation, ensuring users understand capabilities and limitations of AI systems.
  • Capture VOC insights (dealers, customers, internal users) and translate them into actionable improvements for product teams.
  • AI Release & Lifecycle Management
  • Participate in validation, testing, packaging, and deployment activities for new AI releases and agent capabilities.
  • Help coordinate documentation for each release, including feature changes, known issues, and rollout notes.
  • Provide readiness support for iterative releases, including UAT coordination and cross-functional engagement for approvals (e.g., business sign-off for production launches).

Requirements

  • Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
  • Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.
  • Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.
  • Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.
  • Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.
  • Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.
Benefits
  • Medical, dental, and vision benefits*
  • Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
  • 401(k) savings plans*
  • Health Savings Account (HSA)*
  • Flexible Spending Accounts (FSAs)*
  • Health Lifestyle Programs*
  • Employee Assistance Program*
  • Voluntary Benefits and Employee Discounts*
  • Career Development*
  • Incentive bonus*
  • Disability benefits
  • Life Insurance
  • Parental leave
  • Adoption benefits
  • Tuition Reimbursement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI assistantsmachine-embedded AItroubleshootingbug fixesAI release managementsoftware product technical knowledgesoftware release managementsoftware reliability managementperformance measurementsystem performance optimization
Soft Skills
problem solvingcustomer supportcross-functional collaborationtraining deliverydocumentation creationcustomer advisoryVOC insights captureroot-cause analysiscommunicationorganizational skills