Tier 2 Support Analyst

About the role

Cat Digital, the digital and technology arm of Caterpillar Inc., is looking for a Tier 2 Support Analyst in Kosice, Slovakia. You will provide platform stability and production support for cloud-based services, including on-call support, incident management and operational readiness, and act as the main technical liaison between Caterpillar platform teams, product partners and support organisations. The role reports directly to Slovakia-based engineering leadership and Cat Digital IT in the US.

Key responsibilities

• Own incident tickets from initial triage to resolution and closure, and respond to production incidents affecting Azure services and Helios cloud APIs.
• Collaborate with engineering, platform, product and operations teams to diagnose issues and coordinate fixes.
• Lead or contribute to root cause analysis and track follow-up actions.
• Ensure platform reliability through monitoring, alerting, security and operational best practices.
• Develop, maintain and improve runbooks, and lead knowledge transfer sessions for support teams.
• Drive reliability, stability and operational readiness improvements across cloud platforms.

Required profile

• Experience supporting production-grade, customer-facing platforms in complex, multi-team environments, including on-call and incident response.
• Strong experience managing incidents end-to-end using ServiceNow within enterprise ITSM frameworks.
• Proven ability to drive root cause analysis and continuous improvement.
• Effective collaboration with engineering, product and platform teams.
• Understanding of monitoring, alerting and runbooks, and ability to improve support processes and documentation.
• Solid SQL/data investigation skills and experience troubleshooting access, session management and application issues.
• Experience supporting multi-region cloud services and familiarity with identity platforms (Entra ID, Azure B2C, IAM/IdentityIQ, PingFederate, MFA).
• Strong communication skills, able to explain technical issues to stakeholders.

Required skills

• Hands-on experience with AWS CloudWatch and observability platforms such as Apigee, Kibana, Datadog and ThousandEyes.
• Preferred: Python and/or PowerShell scripting for automation and runbooks-as-code.
• Preferred: API testing tools (Bruno, Postman, curl) and REST integrations.
• Preferred: AI/automation tooling (agentic workflows, GitHub Copilot, MCP) and tracing issues to source code and CI/CD pipelines.

What we offer

• Gross pay of 2,748 to 3,300 euros per month, with a base minimum of 32,976 euros per year.
• Performance-related annual cash incentive, pension plan and life insurance.
• Five extra vacation days, a volunteering day and a multisport card.
• Training and development opportunities.