Engineer, Customer Support and Analytics

설명

Engineer, Customer Support and Analytics - Technical Operations

The Role

The Connected Ops Support and Analytics team protects and improves the connected-vehicle experience across vehicle and digital services. As a Technical Operations Engineer, you’ll support Customer identity workflows, digital services, and Connected services performance health. You’ll investigate customer-impacting issues, turn data into actionable insights, and partner with engineering, application, and contact-center teams to improve reliability and customer outcomes. This technical individual contributor role is an opportunity to connect system behavior to customer experience and deliver practical improvements across the connected-vehicle lifecycle.

What You’ll Do

• Analyze end-to-end customer journeys, operational processes, and system performance to identify trends, defects, risks, and improvement opportunities.
• Resolve complex customer cases as well as create processes and best practices for routine escalations supporting team members will execute.
• Lead root-cause investigations for production incidents, recurring defects, and performance degradation across connected services.
• Build and maintain performance metrics, dashboards, and reports that show customer impact, operational health, issue trends, and progress against goals.
• Define analytical requirements, data sources, measurement strategies, and validation plans for new capabilities and process changes.
• Write and optimize SQL queries to join, cleanse, aggregate, and analyze data from multiple systems while assessing data quality and documenting assumptions.
• Apply trend analysis, anomaly detection, correlation analysis, and hypothesis-based validation to support fact-based decisions.
• Use Databricks, and related analytics technologies to automate recurring analysis, investigate large datasets, and improve the scalability of operational insights.
• Translate technical findings into clear recommendations and communicate issue priority based on customer impact, business risk, frequency, severity, and available evidence.
• Partner with engineering, technology, and contact-center operations to contain customer-impacting issues and implement sustainable system or process improvements.
• Monitor post-release and post-remediation performance, document results, and contribute to structured triage, knowledge sharing, and consistent operational practices.

Your Skills & Abilities (Required Qualifications)

• Bachelor’s degree in computer science, engineering, information systems, data analytics, or a related field, or equivalent professional experience.
• 3+ years of experience in technical operations, data analytics, systems analysis, software engineering, product support, or a related discipline.
• Demonstrated experience analyzing complex systems, application interactions, customer-impacting issues, or operational workflows.
• Strong SQL skills, including querying across multiple tables, data transformation, aggregation, validation, and performance-aware query design.
• Experience building or supporting dashboards and operational reporting in Power BI, Tableau, or a comparable visualization platform.
• Ability to break down business or technical questions, identify relevant data, follow an analysis plan, and communicate clear conclusions.
• Experience performing root-cause analysis and converting analytical findings into measurable corrective actions.
• Strong written and verbal communication skills, with the ability to manage multiple priorities and make sound decisions with incomplete information.

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Working knowledge of Databricks, Python, Power BI, and data engineering or extract, transform, and load (ETL) concepts.
• Familiarity with artificial intelligence tools and the ability to integrate them responsibly into data exploration, documentation, issue triage, reporting, and process improvement.
• Experience with Datadog, Azure Analytics, cloud-based data platforms, or comparable observability and analytics tools.
• Familiarity with application programming interfaces (APIs), event-driven architectures, identity management, mobile applications, and connected-vehicle or digital-service ecosystems.
• Experience with large-scale data technologies such as Hadoop, Teradata, or similar platforms.
• Familiarity with customer-contact-center applications, case-management workflows, XM Discover, Maxis, or related customer-experience tools.
• Experience defining operational key performance indicators (KPIs), service-level measures, data-quality checks, or monitoring strategies.
• Knowledge of experimentation, controlled validation, process capability, or continuous-improvement methods.
• Exposure to process or application changes involving multiple technical and business organizations.
• Collaborative, curious, and proactive approach, with the ability to build trust and drive progress across teams without direct authority.

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)

이 직무는 하이브리드 직무로 분류됩니다. 즉, 선발된 지원자는 특정 근무지로 주 3일 이상(또는 관리자가 지정한 다른 빈도로) 특정 근무지로 출근해야 합니다.

이 직무는 리로케이션 혜택을 받을 수 없습니다. 모든 리로케이션 관련 비용은 최종선정 된 지원자가 부담해야 합니다.

다양성 정보

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공평한 취업 기회 선언 (미국)

General Motors는 공평한 기회를 제공하는 고용주임을 자부합니다.  자격을 만족하는 지원자는 인종과 피부색, 성별, 성적 지향, 성별 정체성, 국적, 장애, 재향 군인 보호법 적용 여부와 상관없이 채용 후보로서 심사를 받습니다. 

숙소 (미국 및 캐나다)

General Motors는 장애인을 포함한 모든 구직자들에게 취업 기회를 제공합니다. 구직이나 취업 지원에 도움이 되는 합리적인 숙소가 필요한 경우 [email protected]으로 이메일을 보내시거나 800-865-7580으로 전화주십시오. 이메일에, 귀하가 요청하는 특정한 숙소에 대한 설명과 귀하가 지원하는 직무와 채용 요청서 번호를 포함해주세요.