Senior Digital Technical Support Engineer, D365

Career Area:

Technology, Digital and Data

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When 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.

Cat 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 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world.

Job Summary:
The Senior Digital Technical Support Engineer; D365 will play a critical, senior role in the Cat Digital Dealer and Rental Systems team, reporting to the Senior Manager Software Engineering, ERP. This role will lead the engineering team’s technical support of enterprise solutions for Microsoft Dynamics 365 Customer Engagement and Finance & Operations, including but not limited Sales, Customer Insights, Customer Service, Field Service, Project Operations, Finance, Supply Chain Management, and Commerce. This role will serve as a technical authority in helping support and troubleshoot D365 applications, and collaborating cross-functionally with product, integration, quality assurance, DevOps, cloud infrastructure, architecture, and other support & development teams to ensure scalable, resilient, and future-ready solutions. This role requires deep expertise in Microsoft Dynamics 365 and Power Platform, combined with a strong understanding of enterprise system integrations, a multi-tier technical support organization, and incident management, escalation, and resolution.

What You Will Do:

• Serve as the technical support authority within the ERP Engineering team
• Serve as the lead Tier 3 support resource for D365 and the primary liaison to Cat Customer Support
• Serve as the lead support engineer for all D365 incidents and escalations to Microsoft Unified Support
• Prepare technical documentation and training to other teams
• Prepare non-technical documentation and presentations to share with other teams and stakeholders
• Provide support to architects and engineers by fulfilling their data requests, preparing reports, and providing technical assistance
• Play a key role in conducting risk assessments, root cause analysis, corrective actions, quality assurance processes and issue resolution.
• Communicate end user feedback to technology teams in order to improve product quality and roadmap
• Lead initiatives to improve support process efficiency and productivity
• Foster a development culture of innovation and excellence
   

What You Will Have:

Technical Troubleshooting:

• Implement best practices for technical troubleshooting approaches, tools and techniques
• Anticipate, recognize, and resolve technical issues on infrastructure, application, or operation
• Assess critical inter-dependencies among individual system elements that help and hinder performance
• Lead incident response efforts, coordinating root cause analysis and corrective actions to minimize downtime and prevent recurrence

Effective Communications:

• Provide relevant information and convey ideas, information, and business needs that cater to all audience types
• Adapt documentation and presentations for the intended audience
• Perform demos and walkthroughs
• Communicate clearly, effectively, and professionally; downward, upward, and outward

Business Intelligence:

• Leverage monitoring solutions to proactively detect system anomalies, performance degradation, and emerging risks
• Collaborate with support, operations, and DevOps teams to ensure seamless monitoring and support of integrations and interoperability between enterprise applications and cloud infrastructure
• Utilize business processes and technologies for gathering, storing, analyzing, and providing access to data that helps the organization make better business decisions.
• Stay current with industry best practices and emerging technologies to anticipate future challenges and opportunities for system enhancement

Customer Focus:

• Align customer needs and satisfaction as primary considerat