Tier 2 Support Analyst

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. CATERPILLAR SLOVAKIA Tier 2 Support Analyst Who is CAT Digital? What do we do? Big machines require big thinking. Are you looking for your next big challenge? Cat® Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over one million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better world. Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We’ve created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us. Job Opportunity: We are seeking talented individuals to join our team to help us grow our presence, organization, culture, which will drive our digital product development efforts. As a member of our team, you will have the opportunity to work with cutting-edge technologies and collaborate with top professionals working on very high impact and visibility products. Don't miss this chance to join and support digital innovation for a global leader in heavy machinery! What will you do? As a Tier 2 Support Analyst, you will provide platform stability and production support for cloud-based services including on-call support, incident management, and operational readiness. This role is responsible for developing and maintaining runbooks, coordinating technical resolution across teams, and driving continuous improvement, while serving as the primary technical liaison between Caterpillar platform teams, product partners, and support organizations. Own incident tickets through the full lifecycle, from initial triage to resolution and closure. Collaborate with engineering, platform, product, and operations teams to diagnose issues and coordinate fixes. Lead or contribute to root cause analysis and ensure follow up actions are identified and tracked. Ensure platform reliability through monitoring, alerting, security, and operational best practices. Respond to and manage production incidents impacting Azure services and Helios cloud APIs. Drive reliability, stability, and operational readiness improvements across cloud platforms. Understand end ‑ to ‑ end technical and business flows to support production services effectively. Develop, maintain, and improve clear, actionable runbooks for operational support. Lead knowledge transfer sessions to ensure support teams are ready for production support. This position works directly with Slovakia based engineering leadership and Cat Digital IT in the US. What you have: Production Support & Operations: Experience supporting production grade, customer-facing platforms in complex, multi-team environments, including on-call and incident response. Incident Management & ITSM: Strong experience managing incidents end-to-end using ServiceNow within enterprise ITSM frameworks. Root Cause & Reliability: Proven ability to drive root cause analysis and continuous improvement to enhance system reliability. Cross-Team Collaboration: Effective partnership with engineering, product, and platform teams to resolve issues and improve operational efficiency. Monitoring & Observability: Hands on experience with AWS monitoring tool - Cloudwatch and observability platforms (Apigee, Kibana, Datadog, ThousandEyes). Operational Readiness & Process Improvement: Strong understanding of monitoring, alerting, runbooks, and ability to proactively improve support processes, tooling, and documentation. Technical Troubleshooting: Solid SQL/data investigation skills and experience troubleshooting access, session management, and application issues. Cloud & Identity Platforms: Experience supporting multi-region cloud services and familiarity with identity platforms (Entra ID, Azure B2C, IAM/IdentityIQ, PingFederate, MFA). Top Candidates will also have: Proficiency scripting in Python and/or PowerShell to build automation and runbooks-as-code. Experience with API testing/clients (Bruno, Postman, curl) and REST integrations. Experience leveraging AI/automation tooling (e.g., agentic workflows, GitHub Copilot, MCP) to accelerate triage, RCA, and support workflows. Ability to trace issues to source code and CI/CD pipelines across distributed services. Ownership of release/deployment and rollback processes (slot swaps, pipeline triggers, staged rollouts). Strong communication skills, with the ability to translate technical issues into clear status and impact updates for stakeholders. What we offer: At Cat Digital, we are committed to fostering a culture of innovation and continuous learning, and we believe in investing in the development of our employees. As a member of our team, you will have access to a wide range of training and development opportunities, as well as very competitive compensation and benefits packages, like: 2748 - 3300 euros/ month gross Performance related annual cash incentive Pension plan 5 days of extra vacation above the legislative requirement Attractive Life insurance 1 volunteering day Multisport Card Take the chance to apply now for this position at Cat Digital Slovakia branch! Contract type: Full-time. Place of work: Kosice, Slovakia Additional Information: Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status. Caterpillar is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Caterpillar is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit Follow us on Facebook, LinkedIn, and YouTube. Base Minimum Pay: €32,976.00 Please note that salary is only one component of the total compensation and benefit package available at Caterpillar. Posting Dates: Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply. Not ready to apply? Join our Talent Community .