Technology Configuration & Support Analyst

Responsibilities

• Expand base configuration data into a complete, structured, and scalable model by capturing all relevant variations such as product or system variants, version changes, feature combinations, and service or subscription options. Ensure the configuration model is complete in coverage, logically consistent across all combinations, and traceable for validation and future updates.

• Define logic to accurately identify the current configuration of a system and determine valid upgrade or enhancement paths. Develop structured rule sets that capture compatibility logic, constraints, dependencies, and valid upgrade pathways, and prepare this logic for integration into automated decision and recommendation engines.

• Build and maintain a working prototype of the recommendation engine using Excel or similar tools. Translate configuration data and rule logic into clear input-to-decision-to-recommendation flows, perform scenario-based validation including edge cases, and ensure the prototype serves as a validated reference model for downstream system implementation. ,

• Continuously update and maintain compatibility data to reflect product changes, feature updates, and evolving technologies. Ensure strong alignment between the configuration model and the real-world system state, prevent data drift, and maintain ongoing accuracy, consistency, and reliability over time.

• Provide advanced support for TechAdvisor-related issues by diagnosing and resolving incorrect recommendations, data inconsistencies, and logic defects. Perform structured root cause analysis across data, logic, and system layers while ensuring end-to-end ownership of issue resolution. Create and maintain knowledge articles and standard operating procedures to support operational efficiency and knowledge reuse, and enable proactive system reliability through monitoring, alerting, log analysis, and continuous improvement initiatives.

• Support creation of the base database containing technology product combinations and expand that database to cover applicable Caterpillar machine and engine models, as well as non-Caterpillar machines where relevant.

• Support development of the user journey required to add new products into the dealer web tool and assist in validating developed or expanded data to maintain accuracy.

• Work with Product Owners, Project Managers, Service Analysts, and development teams to analyse bugs, align delivery schedules with database readiness, improve product performance, and implement enhancements.

• Train development teams on machine systems and configuration logic, develop knowledge bases and FAQs for support activities, document support issues and resolutions, assist with dealer and customer sales-related queries, and maintain technical liaison across matrix owners and technology product groups.

Degree Requirement

Degree required. Bachelor’s degree in Engineering, Computer Science, or a related field is preferred. Associate Degree is required.

Skill Descriptors

Industry Knowledge

Knowledge of configuration modelling concepts across systems, products, and services; ability to apply product, technology, and domain understanding to define accurate and scalable compatibility models. ,

Level: Working to Extensive Experience
• Understands configuration modelling concepts across systems, products, and services.
• Interprets how configuration decisions impact safety, automation, and productivity outcomes.
• Applies knowledge of product versions, features, and service combinations.
• Demonstrates working knowledge of machine, engine, telematics, and related product ecosystems.
• Maintains awareness of evolving technologies, releases, and adjacent products.
• Understands how technology enablement decisions affect customer and dealer outcomes. ,

Problem Solving

Knowledge of structured problem-solving approaches; ability to identify, analyse, and resolve issues across data, logic, and operational layers.

Level: Extensive Experience
• Diagnoses root causes of incorrect recommendations across data, logic, and system layers.
• Identifies gaps and inconsistencies in configuration models.
• Develops structured solutions to improve accuracy and reliability.
• Analyses dependencies, constraints, and risks when evaluating resolution paths.
• Applies systematic troubleshooting to defects, bugs, and data integrity issues.
• Drives corrective actions that improve long-term system stability and quality.

Software Development Life Cycle

Knowledge of software development life cycle; ability to translate business and logic requirements into structured inputs for delivery and support iterative refinement. ,

Level: Working Knowledge
• Translates configuration logic into structured requirements for implementation.
• Supports validation and iterative improvements.
• Understands lifecycle dependencies between modelling, implementation, and release.
• Works with delivery teams to align logic readiness with development needs.
• Participates in refinement based on issues, feedback, and evolving requirements.
• Ensures delivered outputs remain aligned to intended logic and business use. ,

Software Product Testing

Knowledge of software product testing; ability to validate recommendation outputs and ensure logic behaves correctly across scenarios.

Level: Working Knowledge
• Validates recommendation outputs across scenarios.
• Ensures consistency across combinations and edge cases.
• Identifies mismatches between expected and actual results.
• Supports testing of logic, usability, and recommendation accuracy.
• Uses structured validation to reduce downstream defects.
• Contributes to quality readiness before deployment or release.

Application Development Tools

Knowledge of application and system development tools; ability to use modelling tools effectively to develop and validate recommendation logic.

Level: Working to Extensive Experience
• Uses Excel or similar tools to model decision logic and recommendation flows.
• Structures and validates complex data relationships.
• Supports implementation improvements with development teams.
• Understands strengths and limitations of modelling and validation tools.
• Applies tooling to improve accuracy, traceability, and maintainability.
• Supports enhancements to tools, templates, and modelling approaches.

Programming

Knowledge of relevant programming and logic concepts; ability to understand rule-based logic, data transformations, and implemented behaviour in downstream systems.

Level: Working Knowledge
• Understands rule-based logic and data transformations.
• Supports downstream system implementation.
• Reviews logic implementation for correctness.
• Interprets how rules behave within technical systems.
• Collaborates with developers to refine logic outcomes.
• Understands how automation or scripts can support repeatable tasks.

Technical Troubleshooting

Knowledge of technical troubleshooting approaches, tools, and techniques; ability to resolve issues affecting recommendation accuracy, usability, and reliability. ,

Level: Extensive Experience
• Performs root cause analysis across data, logic, and systems.
• Resolves incorrect outputs and ensures production reliability.
• Diagnoses and corrects data inconsistencies that affect recommendations.
• Coordinates resolution across technical and functional stakeholders where needed.
• Documents issues, fixes, and learnings for reuse.
• Prevents recurrence through validation, governance, and continuous improvement. ,

Required Experience

• 4–7 years of experience in data modelling, configuration management, analytics, or rule-based systems.
• Strong hands-on experience with Excel for modelling and validation.
• Experience troubleshooting and resolving system or data issues.
• Experience working with cross-functional teams.
• Strong knowledge of Caterpillar machine, engine, and telematics product lines.
• Knowledge of web-based tool or application development.
• Experience building and expanding product or configuration databases.
• Experience collaborating with Product Owners, Project Managers, and Service Analysts.
• Experience analysing bugs from internal teams and customers.
• Experience validating and maintaining data accuracy.
• Strong written documentation capability and the ability to learn new technologies and product domains quickly.

Desired Experience

• Experience with recommendation engines or decision systems.
• Exposure to configuration modelling or compatibility frameworks.
• Experience with automation or process optimisation.
• Knowledge of competitor machines and products.
• Exposure to site operations.
• Knowledge of aftermarket parts, marketing, or kitting.
• Strong learning mindset to stay current with evolving technologies.

Success Criteria

• High accuracy and reliability of recommendations.
• Complete and scalable compatibility coverage.
• Reduction in incorrect recommendations and incidents.
• Faster diagnosis and resolution of issues.
• Reduced manual effort through automation.
• Strong stakeholder confidence in system outputs.