Digital Tech Support Analyst

Role Overview Caterpillar is seeking a skilled Digital Tech Support Analyst to join our technology team in Bengaluru. In this role, you will investigate, monitor, and resolve advanced technical support cases for our eCommerce and digital platforms. You will collaborate with global teams and business partners to drive case resolution and identify process improvement opportunities. Key Responsibilities - Investigate, monitor, and manage digital technical support cases in accordance with SLAs - Replicate end-user issues and evaluate hardware, software, application, and operational performance factors - Analyze code, logs, and system outputs as part of advanced technical troubleshooting - Record troubleshooting steps, findings, and recommended solutions to strengthen knowledge management - Collaborate with eCommerce leads, business partners, and global Tier 1 teams to resolve escalated cases - Review support case trends to identify documentation gaps and process improvement opportunities