Product Support Manager – Cloud Services, Tool Development

Caterpillar Inc.

Product Support Manager leading support operations for MineStar Cloud applications. Driving collaboration in cloud services with a focus on customer satisfaction and operational excellence.

Posted 7/10/2026full-timeTucson • Arizona, Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $147,760 - $221,640 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudCyber Security

About the role

Key responsibilities & impact

Lead product support operations for enterprise applications across Azure, AWS and other cloud environments that deliver solutions to Caterpillar dealers and customers around the world.
Lead and mentor a cross-functional team of support engineers, data scientists and application developers driving operational excellence, accountability, and continuous improvement.
Ensure applications adhere to corporate data privacy and cyber security policies and controls.
Oversee incident management, root cause analysis, and problem resolution, reducing recurring issues and improving system stability.
Coordinate and support major system releases and cutovers, ensuring minimal customer impact and smooth transitions.
Develop and maintain standard operating procedures (SOPs) and knowledge documentation to improve team efficiency and onboarding.
Partner with third-party vendors and internal IT teams to provide application enhancements to ensure overall application performance and improvements in reliability, maintainability, and customer experience.

Requirements

What you’ll need

Experience in application support, application development, and/or cloud technologies.
Prior leadership experience.
Cloud experience or certifications (AWS, Azure).
Familiar with Caterpillar dealer network and large mining companies’ operations.
Excellent human relations and communications skills to develop a cooperative work relationship with others inside and outside the department.

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 DevelopmentIncident ManagementRoot Cause AnalysisProblem ResolutionStandard Operating Procedures

Soft Skills

Human RelationsCommunication Skills

Certifications

AWS CertificationAzure Certification