{"id":2741185,"url":"https://alion.io/job/caterpillar-minestar-customer-support-analyst","title":"MineStar Customer Support Analyst","company":{"id":176554,"name":"Caterpillar","domain":"caterpillar.com","url":"https://alion.io/company/caterpillar","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":45,"ghost_share":0,"stale_share":0.711,"repost_share":0,"time_to_fill_p50_days":12,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tucson, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":89210,"max":133810,"currency":"USD","period":"year","gross":null,"usd_annual":133810},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-16T20:50:31Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-23T12:58:10Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Career Area:\nProduct SupportJob Description:\nYour Work Shapes the World at Caterpillar Inc.\nWhen 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.\nCaterpillar’s MineStar Solutions, a department within Surface Mining and Technology, is currently seeking a Customer Support Analyst in Tucson, AZ. In this role, you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with the restoration of service through corrective actions and permanent resolutions. This includes software and on-board hardware, for a worldwide group of Mining Technology customers and dealers.\nWhat You Will Do:\nMining Technology (MineStar) hardware and software issues identification and resolution for dealers and customers.\nUtilization of standard support processes and ticketing systems.\nVerbal and written communication with customers & dealers regarding status, problem troubleshooting, etc.\nProvide Hotline coverage for MineStar Product family.\nResponsible for resolving a high percentage of application issues, and prompt escalation to advanced support when a quick resolution cannot be obtained.\nCommunication and escalation of top priority issues to Service Engineering.\nAdvocate on behalf of the dealer and customer to resolve technical product issues.\nProduct Service Engineers: Subject matter Expert (SME) Training and escalation point for complex issues.\nImplementation Team: frequent discussions regarding site-specific customer information. Liaison to ensure “problem-free” transitions of new sites to the Product Support Team.\nCustomers and Dealers: communicate on a regular basis the status and resolution of issues.\nWhat you will have:\n Technical Excellence: Call center or helpdesk experience. Experience investigating, troubleshooting, and diagnosing application and technical problems related to Mining Technology (MineStar) hardware and software. Perform root-cause analysis.\nCustomer Focus: Process-focused with the ability to execute service and incident management processes. Moderate level of information technology and application knowledge and support experience.\nData Gathering & Analysis: Experience in providing incident management and root cause analysis for complex applications. Experience in providing first-call technical support for enterprise-level applications directly with customers.\nService Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.\nConsulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.\nEffective Communications: Excellent communication and interpersonal skills. Ability to effectively communicate with technical and non-technical mining customers and dealers to develop partnerships/relationships.\nProblem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.\nRelationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.\nConsideration for top candidates:\nMining industry experience\nWindows Server VM knowledge and experience\nExperience utilizing Oracle, SQL Server, TCP/IP networking, Microsoft client, and server platforms\nAdditional Details:\nThis position requires the candidate to work full-time in Tucson, AZ.\nRelocation assistance is NOT available for this position\nVisa sponsorship is NOT available with this position.\nThis position will require up to 10% travel\nSummary Pay Range:\n$89,210.00 - $133,810.00Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-relatedknowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.\nBenefits:\nSubject to plan eligibility, terms, and guidelines. This is a summary list of benefits.\nMedical, dental, and vision benefits*\n\nPaid time off plan (Vacation, Holidays, Volunteer, etc.)*\n\n401(k) savings plans*\n\nHealth Savings Account (HSA)*\n\nFlexible Spending Accounts (FSAs)*\n\nHealth Lifestyle Programs*\n\nEmployee Assistance Program*\n\nVoluntary Benefits and Employee Discounts*\n\nCareer Development*\n\nIncentive bonus*\n\nDisability benefits\n\nLife Insurance\n\nParental leave\n\nAdoption benefits\n\nTuition Reimbursement\n\n* These benefits also apply to part-time employees\nThis position requires working onsite five days a week.Visa Sponsorship is not available for this position.Posting Dates:\nAny offer of employment is conditioned upon the successful completion of a drug screen.\nCaterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.\nNot ready to apply? Join our Talent Community.","description_format":"text","description_chars":5531,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance","Parental leave","Relocation assistance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Industrial Machinery"],"lifecycle":[{"event":"open","at":"2026-10-16T20:50:31Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 343 · green card filings: 92","filings_12m":343,"filings_prev_12m":364,"green_card_filings_12m":92,"median_offered_wage_usd":114569,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.58,"p_room":0.9,"age_days":6,"expected_fill_days":12,"reasons":["conf:3","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":133810,"is_top_pay":true},"html_url":"https://alion.io/job/caterpillar-minestar-customer-support-analyst","json_url":"https://alion.io/job/caterpillar-minestar-customer-support-analyst.json","meta":{"generated_at":"2026-10-23T15:59:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24122,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":176554},"rest":"https://alion.io/mcp/rest/get_company?id=176554"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcaterpillar-minestar-customer-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcaterpillar-minestar-customer-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcaterpillar-minestar-customer-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/caterpillar-minestar-customer-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcaterpillar-minestar-customer-support-analyst"}]}