Engineer, Customer Support and Analytics

Description
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.)
This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.
This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.
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We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.
Accommodations
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