Technical Operations Engineer, Customer Analytics

General Motors LLC; United States; Hybrid; USD 120,000 - 170,000; Full time

Job summary

General Motors LLC seeks a Technical Operations Engineer to analyze customer journeys, investigate issues, and translate findings into actionable improvements across connected services.

You’ll work with Databricks and BI tools to build dashboards, monitor performance, and guide cross-team remediation. A strong SQL foundation and root-cause analysis experience are essential for resolving complex customer-impacting issues.

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.

Responsibilities

• 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.

Skills

Strong SQL skills

Power BI / Tableau experience

Root-cause analysis

Written and verbal communication

Data analysis

Education

Bachelor’s degree in computer science, engineering, information systems, data analytics, or related field

Tools

Databricks

Python

Power BI

Datadog

Azure Analytics

Hadoop

Teradata

Job description

General Motors LLC seeks a Technical Operations Engineer to analyze customer journeys, investigate issues, and translate findings into actionable improvements across connected services.

You’ll work with Databricks and BI tools to build dashboards, monitor performance, and guide cross-team remediation. A strong SQL foundation and root-cause analysis experience are essential for resolving complex customer-impacting issues.