{"id":1905071,"url":"https://alion.io/job/caterpillar-tier-2-support-analyst","title":"Tier 2 Support Analyst","company":{"id":176554,"name":"Caterpillar","domain":"caterpillar.com","url":"https://alion.io/company/caterpillar","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":176,"ghost_share":0,"stale_share":0.182,"repost_share":0.017,"time_to_fill_p50_days":31,"computed_at":"2026-11-14T05:58:10Z"}},"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":["Košice, Slovakia"],"countries":["SK"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":2748,"max":3300,"currency":"EUR","period":"month","gross":true,"usd_annual":44580},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentic Workflows","optional":false},{"name":"Amazon CloudWatch","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"CI/CD","optional":false},{"name":"Copilot","optional":false},{"name":"Datadog","optional":false},{"name":"IAM","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Kibana","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Postman","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-05T12:38:26Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-11-15T00:03:27Z","board_verified":true,"closed_at":null,"days_open":40,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":40},"description":"Career Area:\nTechnology, Digital and DataJob 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 SLOVAKIA\nTier 2 Support Analyst\nWho is CAT Digital? What do we do? \nBig machines require big thinking. Are you looking for your next big challenge?\nCat® 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.\nWorking 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.\nJob Opportunity: \nWe 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!\nWhat will you do? \nAs 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.\nOwn incident tickets through the full lifecycle, from initial triage to resolution and closure.\nCollaborate with engineering, platform, product, and operations teams to diagnose issues and coordinate fixes.\nLead or contribute to root cause analysis and ensure follow up actions are identified and tracked.\nEnsure platform reliability through monitoring, alerting, security, and operational best practices.\nRespond to and manage production incidents impacting Azure services and Helios cloud APIs.\nDrive reliability, stability, and operational readiness improvements across cloud platforms.\nUnderstand end-to-end technical and business flows to support production services effectively.\nDevelop, maintain, and improve clear, actionable runbooks for operational support.\nLead knowledge transfer sessions to ensure support teams are ready for production support.\nThis position works directly with Slovakia based engineering leadership and Cat Digital IT in the US.\nWhat you have:\nProduction Support & Operations: Experience supporting production grade, customer-facing platforms in complex, multi-team environments, including on-call and incident response. \nIncident Management & ITSM: Strong experience managing incidents end-to-end using ServiceNow within enterprise ITSM frameworks. \nRoot Cause & Reliability: Proven ability to drive root cause analysis and continuous improvement to enhance system reliability. \nCross-Team Collaboration: Effective partnership with engineering, product, and platform teams to resolve issues and improve operational efficiency. \nMonitoring & Observability: Hands on experience with AWS monitoring tool - Cloudwatch and observability platforms (Apigee, Kibana, Datadog, ThousandEyes). \nOperational Readiness & Process Improvement: Strong understanding of monitoring, alerting, runbooks, and ability to proactively improve support processes, tooling, and documentation. \nTechnical Troubleshooting: Solid SQL/data investigation skills and experience troubleshooting access, session management, and application issues. \nCloud & Identity Platforms: Experience supporting multi-region cloud services and familiarity with identity platforms (Entra ID, Azure B2C, IAM/IdentityIQ, PingFederate, MFA). \nTop Candidates will also have:\nProficiency scripting in Python and/or PowerShell to build automation and runbooks-as-code. \nExperience with API testing/clients (Bruno, Postman, curl) and REST integrations. \nExperience leveraging AI/automation tooling (e.g., agentic workflows, GitHub Copilot, MCP) to accelerate triage, RCA, and support workflows. \nAbility to trace issues to source code and CI/CD pipelines across distributed services. \nOwnership of release/deployment and rollback processes (slot swaps, pipeline triggers, staged rollouts). \nStrong communication skills, with the ability to translate technical issues into clear status and impact updates for stakeholders.\nWhat we offer: \nAt 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:\n2748 - 3300 euros/ month gross \nPerformance related annual cash incentive \nPension plan \n5 days of extra vacation above the legislative requirement \nAttractive Life insurance \n1 volunteering day \nMultisport Card \nTake the chance to apply now for this position at Cat Digital Slovakia branch!\nContract type: \nFull-time.\nPlace of work:\nKosice, Slovakia\nAdditional Information:\nPlease 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.\nCaterpillar 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.\nCaterpillar is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit https://www.caterpillar.com/en/careers/why-caterpillar.html\nFollow us on Facebook, LinkedIn, and YouTube.\nBase Minimum Pay:\n€32,976.00Please note that salary is only one component of the total compensation and benefit package available at Caterpillar.\nPosting Dates:\nCaterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply.\nNot ready to apply? 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