Digital Tech Support Analyst

TL;DR

Digital Tech Support Analyst: Providing technical support and resolving complex field issues for digital products and applications with an accent on root cause analysis, API troubleshooting, and database performance. Focus on maintaining high service standards, documenting technical solutions, and collaborating with development teams to ensure product reliability.

Location: Must be based in Chicago, IL (Onsite)

Salary: $99,840–$133,810

Company

A global leader in construction and mining equipment, diesel and natural gas engines, industrial gas turbines, and diesel-electric locomotives.

What you will do

• Analyze and troubleshoot software issues, identifying temporary workarounds or corrective actions.
• Monitor performance of digital products and provide expert support to dealers and internal teams.
• Conduct risk assessments and root cause analysis for significant field issues.
• Document technical solutions and maintain a knowledge base for digital products.
• Participate in safety audits and provide technical assistance for liability lawsuits.
• Communicate client feedback to technology teams to drive product improvements.

Requirements

• Bachelor’s degree in Computer Information Systems, Computer Science, or related field.
• Minimum 2 years of experience in Tier 2/3 support or technical support engineering.
• Must be able to work onsite in Chicago, IL five days a week.
• Must be authorized to work in the US (Visa sponsorship is not available).
• Proficiency in relational databases, Python scripting, and API testing tools like Postman.
• Experience with SaaS platforms including Salesforce, ServiceNow, and Azure DevOps.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance plans.
• 401(k) savings plan with company matching.
• Paid time off including vacation, holidays, and volunteer days.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Tuition reimbursement and career development opportunities.
• Incentive bonus programs and employee discounts.