Technical Support Engineer (eCommerce)

TL;DR

Technical Support Engineer (eCommerce): Investigating and resolving customer issues for critical digital and eCommerce applications with an accent on Tier 2/3 support and process improvement. Focus on analyzing logs, coordinating with product teams, and strengthening knowledge management to increase Tier 1 resolution rates.

Location: Kosice, Slovakia

Salary: 3,000+ EUR / month gross

Company

Cat Digital is the technology arm of hirify.global Inc., building industry-leading digital solutions for customers and dealers using data, analytics, and AI.

What you will do

• Identify and resolve customer issues for eCommerce applications, including parts.cat.com and Cat Central.
• Manage and investigate technical support cases in accordance with established SLAs.
• Review case data to identify trends and documentation gaps to improve Tier 1 resolution performance.
• Coordinate with global product, supplier, and advanced support teams to drive action on escalated cases.
• Document resolution steps and improvement opportunities to enhance knowledge management.
• Communicate dealer and customer feedback to technology teams to improve product quality.

Requirements

• Location: Must be based in Kosice, Slovakia
• Strong communication skills and a customer-focused approach.
• Experience troubleshooting hardware, software, or operational factors impacting performance.
• Ability to analyze code, logs, and current systems for root cause analysis.
• Experience documenting troubleshooting steps and tools for technical analysts.
• Ability to work independently and manage multiple priorities in a global environment.

Nice to have

• Experience with Microsoft Dynamics 365, Salesforce, ServiceNow, or similar ITSM/CRM platforms.
• Familiarity with NetSuite, ERP concepts, integrations, APIs, or eCommerce applications.
• Experience with log analysis tools such as Splunk, Cloudwatch, or OpenSearch.
• Proficiency with Power BI, SharePoint, and other Microsoft productivity tools.

Culture & Benefits

• Competitive monthly gross salary and performance-related annual cash incentive.
• Industry-leading pension plan and attractive life insurance.
• 5 additional vacation days beyond the legislative requirement.
• Multisport Card and a dedicated volunteering day.
• Inclusive environment focused on innovation and continuous learning.