Lead Technical Support Engineer

Caterpillar Inc.

Lead Digital Technical Support Engineer monitoring digital application products and handling customer issues. Ensuring application availability and issue resolution targets are met to improve digital product performance.

Posted 5/18/2026full-timeChicago • Colorado, Illinois, Texas • 🇺🇸 United StatesSenior💰 $128,470 - $192,710 per yearWebsite

Tech Stack

Tools & technologies

AzureITSM

About the role

Key responsibilities & impact

Monitoring overall performance of assigned digital application products
Handling customer issues through resolution
Providing technical support for the dealer tools applications
Service level manager for the managed service providing application support
Incident management: identification, prioritization, investigation, troubleshooting, debugging of complex issues
Change management: manage change tickets and activities to implement bug fixes
Problem management: coordination/communication of problem management activities
Resolution of commitments: formally document issues and provide follow-up on resolution process
Stay current with all digital products and applications

Requirements

What you’ll need

Requires a college or university degree, technical certification, or equivalent working experience
Experience in application support
Problem Management experience
IT Service Management (ITSM) experience
Azure DevOps experience
eCommerce experience, especially HCL Commerce version 9
Organizational Incident, Problem, and Change Management experience
Experience within a support space, sharing what the business needs and articulating that finding to others
Expertise with high availability architecture

Benefits

Comp & perks

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*

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

application supportproblem managementincident managementchange managementtroubleshootingdebuggingHCL Commercehigh availability architectureIT Service ManagementAzure DevOps

Soft Skills

customer issue resolutiontechnical supportorganizational skillscommunication skillscoordination

Certifications

technical certification