Technical Ops & Analytics Engineer for Customer Support

General Motors (GM); Warren (MI); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

General Motors (GM) is seeking an Engineer, Customer Support and Analytics - Technical Operations to analyze customer journeys and system performance across connected services, translating findings into actionable improvements.

You will write and optimize SQL, build dashboards in Power BI, collaborate with engineering and operations, and lead root-cause investigations for production incidents to improve reliability and customer outcomes.

Qualifications

• Bachelor’s degree in CS/engineering/information systems/data analytics or equivalent experience.
• 3+ years in technical operations, data analytics, systems analysis, software engineering or related.
• Strong SQL skills with multi-table queries, transforms, aggregations and validation.
• Experience building dashboards/operational reporting in Power BI or Tableau.
• Ability to break down questions, identify data, follow an analysis plan and convey conclusions.
• Experience in root-cause analysis and driving corrective actions.

Responsibilities

• Analyze end-to-end customer journeys, processes and system performance to identify trends and improvements.
• Resolve complex customer cases and create processes for escalations.
• Lead root-cause investigations for production incidents and performance degradation.
• Build and maintain performance dashboards and reports showing customer impact and health.
• Define analytical requirements, data sources and validation plans for new capabilities.
• Write and optimize SQL queries across multiple systems and document assumptions.
• Collaborate with engineering, ops and contact-center teams to implement improvements.

Skills

SQL

Power BI

Tableau

Databricks

Python

APIs

Data analysis

Education

Bachelor’s degree or equivalent

Tools

Databricks

Datadog

Azure Analytics

Job description

General Motors (GM) is seeking an Engineer, Customer Support and Analytics - Technical Operations to analyze customer journeys and system performance across connected services, translating findings into actionable improvements.

You will write and optimize SQL, build dashboards in Power BI, collaborate with engineering and operations, and lead root-cause investigations for production incidents to improve reliability and customer outcomes.