Product Service Engineer

Provide support for Caterpillar MineStar backend platforms and cloud services, delivering high-quality technical support and enabling continuous improvement. Manage tickets end-to-end with emphasis on observability (metrics, logs, traces), define SLIs/SLOs, create dashboards and runbooks, and perform interim corrective actions (ICA). Partner with engineering teams, dealers, and global customers to diagnose issues, coordinate with third-party vendors and internal IT teams, and ensure reliability, maintainability, and improved customer experience. Contribute hands-on product expertise to problem analysis, support NPI Product Support deliverables, and articulate status and troubleshooting steps to dealers and customers. Demonstrate strong problem-solving, technical excellence in Windows/Linux administration, application monitoring, databases, networking and security fundamentals, and clear communication across technically diverse audiences. Preferred or demonstrated capabilities include Cloud platforms (AWS, Azure), Kubernetes troubleshooting, scripting, and field experience with Caterpillar MineStar or similar mining-domain systems.