Engineer, Customer Support and Analytics

Descrição

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.)

Esta função é classificada como híbrida. Isso significa que o candidato selecionado deverá trabalhar no escritório/fábrica da GM pelo menos 3 vezes por semana {ou outra frequência ditada por seu gerente}.

Esta posição não é elegível para benefícios de relocação. Quaisquer custos de relocação serão de responsabilidade do candidato selecionado.

Informações sobre diversidade

A General Motors está comprometida em ser um local de trabalho que não só é livre de discriminação ilegal, como estimula verdadeiramente a inclusão e integração. Acreditamos enfaticamente que a diversidade na força de trabalho cria um ambiente no qual nossos colaboradores podem crescer e desenvolver melhores produtos para nossos clientes. Incentivamos os candidatos interessados a analisar as principais responsabilidades e qualificações de cada função e a se candidatar a qualquer cargo que corresponda a suas habilidades e capacidades. Os candidatos no processo de recrutamento podem, quando aplicável, ser solicitados a concluir com sucesso uma ou mais avaliações relacionadas à função e/ou uma seleção pré-emprego antes de iniciar o emprego.  Para saber mais, acesse Como contratamos.

Declaração de Igualdade de Oportunidades de Emprego (EUA)

A General Motors tem orgulho de ser um empregador que oferece oportunidades iguais.  Todos os candidatos qualificados serão considerados para o emprego, independentemente de raça, cor, religião, sexo, orientação sexual, identidade de gênero, origem nacional, deficiência ou status como veterano protegido. 

Adaptações (EUA e Canadá)

A General Motors oferece oportunidades a todos os candidatos a emprego, incluindo pessoas com deficiências. Se você precisa de uma adaptação razoável para ajudá-lo na sua pesquisa de cargos ou solicitação de emprego, fale conosco pelo e-mail [email protected] ou pelo telefone 800-865-7580. No seu e-mail, inclua uma descrição da adaptação específica que você está solicitando assim como o nome do cargo e o número de requisição do cargo ao qual está se candidatando.