Senior Digital Technical Support Engineer – Cat Customer Support

Caterpillar Inc.

Senior Digital Technical Support Engineer providing customer support for Cat Technology products. Responding to customer inquiries and diagnosing technical issues via multiple channels.

Posted 7/1/2026full-timePeoria • Illinois, Texas • 🇺🇸 United StatesSenior💰 $112,710 - $169,060 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in diagnosing and troubleshooting hardware, software, and connectivity issues, particularly with Earthmoving and Heavy Equipment technology. Proficient in customer support with a focus on empathy, clarity, and accuracy while meeting key performance metrics.

Highest-signal resume keywords

Customer SupportTroubleshootingGrade Control (2D/3D)Cat CommandBilingual (English/Spanish)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingDocumentationMechanical AptitudeKnowledge SharingTechnical Knowledge of Cat MachinesUnderstanding of Machine SystemsResponse Time ManagementQuality AssuranceResolution Rate ImprovementCustomer Satisfaction Metrics

Soft Skills

EmpathyClarityCollaboration

Tools & Technologies

CRM ToolsSalesforceMS DynamicsProduct LinkVisionLink

Industry Keywords

Earthmoving TechnologyHeavy EquipmentDetect & Safety SystemsPayloadCat MachinesEnginesGenerators

About the role

Key responsibilities & impact

Respond to customer inquiries via phone, email, and live chat with empathy, clarity, and accuracy.
Diagnose and troubleshoot hardware, software, and connectivity issues
Provide support for the following technologies: Grade Control (2D/3D), Payload, Cat Command, Detect/Safety systems as well as other machine-based inquiries
Document issues, solutions, and patterns in our ticketing system to help improve future support.
Collaborate with product and engineering teams to escalate complex issues and provide feedback for product improvements.
Meet key performance metrics such as response time, quality, resolution rate, and customer satisfaction scores

Requirements

What you’ll need

Experience working in a contact center environment
Experience with documentation and knowledge sharing
Experience with Earthmoving and Heavy Equipment technology which includes Grade Control (2D/3D) and Payload
Experience with Detect & Safety Systems Cat Command, Product Link, VisionLink, as well as technical knowledge of Cat machines, engines and generators
Mechanical aptitude and the ability to understand machine systems, components, and operational behavior is preferred
Experience with CRM tools with Salesforce or MS Dynamics preferred
Bilingual (English/Spanish a plus)
Flexibility to work hours between 6:00am – 6:00pm (Central Time)

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