Product Service Engineer, AWS

Caterpillar Inc.

Product Service Engineer providing support for cloud-hosted applications at Caterpillar. Collaborating with dealers and customers to resolve technical issues and ensure platform reliability.

Posted 7/11/2026full-timeTucson • Arizona, Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $112,710 - $169,060 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudPostgresPythonSQL

About the role

Key responsibilities & impact

Provide support for cloud-hosted applications that deliver solutions to Caterpillar dealers and customers around the world.
Implementation and utilization of standard support processes to respond, restore, and resolve issues.
Manage workload and escalate in a timely manner.
Analyze and process tickets to responsible parties.
Complete NPI Product Support deliverables as assigned.
Provide hands-on product expertise to complete problem analysis and provide Interim Corrective Actions (ICA).
Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
Work 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.
Communicate with dealers regarding status, problem troubleshooting, etc.
Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
Take part in 24 x 7 x 365 Incident Management on call.

Requirements

What you’ll need

Problem Solving: Experience in providing technical support for enterprise-level applications directly with customers and dealers.
Experience in providing problem management and root cause analysis for complex applications.
Highly skilled at multi-tasking.
Technical Excellence: Advanced information technology and application knowledge and support experience.
Advanced knowledge of Amazon Web Services (AWS), Azure and Rackspace cloud services.
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Effective Communications: Clear written and verbal communication with strong attention to detail.
Ability to effectively communicate with technically and non-technically skilled mining customers and dealers alike.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Consideration for top candidates: Caterpillar MineStar™ DSS and Edge or other MineStar™ system experience.
Intermediate experience with various SQL technologies (MSSQL, Postgres)
Intermediate experience with various development languages (PowerShell, Python, C#.net, etc.)
Mining industry experience.
Self-motivated and organized.

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 * These benefits also apply to part-time employees

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Problem ManagementRoot Cause AnalysisData Gathering & AnalysisTechnical Support ExperienceApplication KnowledgeDevelopment Languages (PowerShell, Python, C#.net)SQL Technologies (MSSQL, Postgres)NPI Product SupportIncident ManagementApplication Enhancements

Soft Skills

Effective CommunicationMulti-TaskingSelf-MotivatedOrganizedRelationship Management