Career Area:
Digital
Job Description:
The Lead Digital Tech Support Engineer is responsible to monitor overall performance of assigned digital products and handling customer issues through resolution.. The role is part of a new Site Reliability Engineering (SRE) area within the Cat Digital Operations Team responsible for Caterpillar's eCommerce sites. Primary responsibility is performance engineering: help setup performance baselines, create & execute performance scripts, maintain dashboards, analyze results and take action when performance is not in control. The primary site, Parts.Cat.Com is built on HCL's WebSphere Commerce V9 platform on the AWS cloud. As usage globally increases, help ensure customers experience a high performing and quality site.
JOB DUTIES:
Responsibilities of the incumbent is to provide Worldwide monitoring of overall performance (including reliability, durability, maintainability and serviceability) of assigned current and future digital products.
Provide team leadership and oversight to digital technical operations team.
Develop performance test plans and execute at key milestones in every release cycle.
Identify, investigate and obtain resolution commitments for all significant field issues to maintain and improve assigned digital product performance.
Issue identification; reports in all forms from customers, dealers, industry reps and subsidiaries
Issue investigation; statistical analyses, physical testing and analysis of application failures, returned parts, development of quick field fixes, suggested design or manufacturing improvements, etc.
Resolution of commitments; formally document issues and provide follow-up on the resolution process with industry and development teams.
Conduct Serviceability Audits on NPI for digital products and applications. Provide input for setting targets for digital product and application reliability, durability and serviceability to be stated in the functional specifications.
Stay current with all digital products and applications, also develop and maintain a digital products and application knowledge base and training materials.
Provide digital product and application support to Distribution Services Divisions (DSDs), dealers,
Corporate Account Managers, subsidiary service groups, warranty technicians, sales development, product support development, test & evaluation, research, service training, etc.
Participate in Safety Audits and provide technical assistance for defense in digital product and application liability lawsuits.
Conduct dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.
Basic qualifications:
Requires a college or university degree, technical certification or equivalent experience.
At least 7 years of experience in infrastructure system administration or development work
3 years of performance testing experience with expertise using performance tools such as JMeter or LoadRunner
DevOps experience and use of CI/CD pipelines
Possesses strong skills in areas of problem solving and analysis
Top candidates will also have:
Expertise in administration tasks for Windows/Linux operating systems
Site Reliability Engineering (SRE) experience
Strong expertise in Commerce, preferably HCL WebSphere Commerce
Expertise with relational databases support, querying and database reporting
Experience with AWS services: EC2, S3, VPC, Route 53, RDS, CloudFormation, EC2,
DynamoDB (NoSQL), Lambda, logging/CloudWatch, IAM, Certificate Manager, ELB, EBS, ECS, CloudFront/WAF, SQS, SNS, SES.
Working experience with programming languages: Java, React, Powershell, SQL, JSON, DOS and KQL
Working knowledge on deploying autoscaling features
Expertise with high availability architecture
#LI-Hybrid
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
