Lead Technical Support Engineer

Caterpillar Inc.

Technical Lead for Tier 1 support operations at Caterpillar. Leading troubleshooting and incident resolution for global support teams.

Posted 7/28/2026full-timeChennai • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in IT Operations and Application Support, with a strong focus on incident management, troubleshooting, and customer engagement in a 24x7 operational model. Proven ability to lead technical teams, drive improvements in support processes, and collaborate with engineering teams to enhance service delivery.

Highest-signal resume keywords

Technical Incident ResolutionCloud-Based Application SupportITIL Foundation CertificationProduction Support ExperienceMentoring and Training

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementRoot Cause AnalysisTroubleshooting TechniquesTicket TriageService Disruption CoordinationFirst Contact Resolution (FCR)Mean Time to Resolution (MTTR)Shift-Left InitiativesAutomation of Support ActivitiesGlobal Support Operations

Soft Skills

LeadershipCommunicationMentoringCollaborationCustomer Engagement

Tools & Technologies

VisionLinkProduct LinkTelematics SolutionsCat Remote Asset Monitoring (RAM)Dealer Service Portal (DSP)Cat Machine and Engine Product SupportEnergy & Transportation (E&T) Platforms

Certifications & Qualifications

ITIL Foundation CertificationCloud Certifications (AWS, Azure, GCP)Production Support CertificationIncident Management Certification

Industry Keywords

IT OperationsApplication SupportCustomer SupportEnterprise-Scale Environments24x7 Operational Model

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud Platform

About the role

Key responsibilities & impact

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.
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.
Mentor and guide Tier 1 analysts on troubleshooting techniques, incident management, and customer engagement.
Facilitate onboarding and continuous technical training for support engineers.
Identify recurring issues and drive shift-left initiatives to improve support effectiveness.
Partner with engineering teams to automate repetitive support activities.
Act as a liaison between customer support, engineering, product teams, and external partners.

Requirements

What you’ll need

13–15 years of experience in IT Operations, Application Support, Production Support, or Customer Support environments.
Proven experience leading technical incident resolution in enterprise-scale environments.
Strong background supporting cloud-based and customer-facing applications.
Experience working with global support teams in a 24x7 operational model.
Exposure to Caterpillar digital products and platforms, including: VisionLink Product Link Telematics Solutions Cat Remote Asset Monitoring (RAM) Dealer Service Portal (DSP) Cat Machine and Engine Product Support Energy & Transportation (E&T) Platforms
Preferred Certifications ITIL Foundation or equivalent Service Management certification.
Cloud certifications (AWS, Azure, or GCP) preferred.
Production Support or Incident Management certifications are a plus.

Benefits

Comp & perks

Professional development opportunities
Flexible working hours