Digital Tech Support Analyst

Caterpillar Brazil; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

Caterpillar Inc. is seeking a tech-savvy Customer Support professional to provide frontline support for the Cat Digital portfolio and related telematics products.

You will act as a Telematics Product expert, stay updated on digital products, and manage cases to ensure a secure, effortless customer experience with customers, dealers, and internal teams. The role requires at least 2 years of technical support experience and a college or university degree or technical certification.

Qualifications

• Requires a college or university degree, technical certification or equivalent experience.
• At least 2 years of experience in technical support work.

Responsibilities

• Provide worldwide front-line customer service advisor support for the overall Cat Digital portfolio (including on-board and off-board issues).
• Serve as a Telematics Product expert / Subject Matter Expert.
• Stay current with all digital products and applications.
• Manage cases to provide a secure and effortless experience with customers, dealers, and internal Caterpillar for every interaction.
• Triage / Troubleshooting - support to other agents.

Skills

Technical support

Troubleshooting

Customer service

Education

College or university degree / technical certification

Tools

Telematics Product Link

Scheduled Oil Sampling (SOS)

VisionLink Energy & Transportation (E&T)

Cat Remote Asset Monitoring (RAM)

Health and Equipment Insights (HEI)

Cat Advanced Productivity (AP)

Job description

Career Area: Technology, Digital and Data

Job Description

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Duties

• Responsibilities of the incumbents are to provide worldwide front-line customer service advisor support for the overall Cat Digital portfolio (including on-board and off-board issues).
• Serves as a Telematics Product expert / Subject Matter Expert.
• Stay current with all digital products and applications.
• Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Caterpillar for every interaction.
• Triage / Troubleshooting - also support to other agents.
• Tactical - Timely resolution and follow-up with customer & dealers.
• Issue identification - reports in all forms from customers, dealers, industry reps and subsidiaries.
• Issue investigation - basic triage, statistical analyses, basic testing and analysis of application failures, etc.
• Resolution of commitments - formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.
• Manages hand-ups/escalation paths in support of daily operations.
• Manages requests to the urgency defined by our service level agreements.
• Serves as the primary point of contact for advisors for the lines of business the Digital /Prod Service Engineering supports.
• Supports continuous improvement efforts.
• Creates and updates self-service and Tier 1 support knowledge articles for digital products and applications.
• Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
• Support Digital Product training for CSRs.
• Supports the development and maintenance of Business Rules.
• Validate and create process maps.
• Provides input to digital product and application support teams.
• Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.
• Employees are also responsible for performing other job duties as assigned by Caterpillar management from time to time.

Basic Qualifications

• Requires a college or university degree, technical certification or equivalent experience.
• At least 2 years of experience in technical support work.

Top candidates will also have experience in the following

• Telematics Product Link
• Scheduled Oil Sampling (SOS)
• VisionLink Energy & Transportation (E&T)
• Cat Remote Asset Monitoring (RAM)
• Health and Equipment Insights (HEI)
• Cat Advanced Productivity (AP)

Posting Dates: September 9, 2026 - September 22, 2026

Caterpillar is an Equal Opportunity Employer.

There's more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar. Our culture, like everything at our company, is made possible by each employee's contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we've built.