{"id":2483247,"url":"https://alion.io/job/general-motors-engineer-customer-support-and-analytics","title":"Engineer, Customer Support and Analytics","company":{"id":1705,"name":"General Motors","domain":"gm.com","url":"https://alion.io/company/general-motors-europe","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Warren, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":83000,"max_usd":152000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":3690},"experience_years_min":3,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Anomaly Detection","optional":false},{"name":"Databricks","optional":false},{"name":"Power BI","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false},{"name":"Azure","optional":true},{"name":"Datadog","optional":true},{"name":"ETL/ELT","optional":true},{"name":"Hadoop","optional":true},{"name":"Python","optional":true},{"name":"Teradata","optional":true}],"status":"live","first_seen_at":"2026-10-13T23:31:02Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-15T03:39:00Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Description\nEngineer, Customer Support and Analytics - Technical Operations\nThe Role\nThe 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.\nWhat You’ll Do\nAnalyze end-to-end customer journeys, operational processes, and system performance to identify trends, defects, risks, and improvement opportunities.\nResolve complex customer cases as well as create processes and best practices for routine escalations supporting team members will execute.\nLead root-cause investigations for production incidents, recurring defects, and performance degradation across connected services.\nBuild and maintain performance metrics, dashboards, and reports that show customer impact, operational health, issue trends, and progress against goals.\nDefine analytical requirements, data sources, measurement strategies, and validation plans for new capabilities and process changes.\nWrite and optimize SQL queries to join, cleanse, aggregate, and analyze data from multiple systems while assessing data quality and documenting assumptions.\nApply trend analysis, anomaly detection, correlation analysis, and hypothesis-based validation to support fact-based decisions.\nUse Databricks, and related analytics technologies to automate recurring analysis, investigate large datasets, and improve the scalability of operational insights.\nTranslate technical findings into clear recommendations and communicate issue priority based on customer impact, business risk, frequency, severity, and available evidence.\nPartner with engineering, technology, and contact-center operations to contain customer-impacting issues and implement sustainable system or process improvements.\nMonitor post-release and post-remediation performance, document results, and contribute to structured triage, knowledge sharing, and consistent operational practices.\nYour Skills & Abilities (Required Qualifications)\nBachelor’s degree in computer science, engineering, information systems, data analytics, or a related field, or equivalent professional experience.\n3+ years of experience in technical operations, data analytics, systems analysis, software engineering, product support, or a related discipline.\nDemonstrated experience analyzing complex systems, application interactions, customer-impacting issues, or operational workflows.\nStrong SQL skills, including querying across multiple tables, data transformation, aggregation, validation, and performance-aware query design.\nExperience building or supporting dashboards and operational reporting in Power BI, Tableau, or a comparable visualization platform.\nAbility to break down business or technical questions, identify relevant data, follow an analysis plan, and communicate clear conclusions.\nExperience performing root-cause analysis and converting analytical findings into measurable corrective actions.\nStrong written and verbal communication skills, with the ability to manage multiple priorities and make sound decisions with incomplete information.\nWhat Can Give You a Competitive Advantage (Preferred Qualifications)\nWorking knowledge of Databricks, Python, Power BI, and data engineering or extract, transform, and load (ETL) concepts.\nFamiliarity with artificial intelligence tools and the ability to integrate them responsibly into data exploration, documentation, issue triage, reporting, and process improvement.\nExperience with Datadog, Azure Analytics, cloud-based data platforms, or comparable observability and analytics tools.\nFamiliarity with application programming interfaces (APIs), event-driven architectures, identity management, mobile applications, and connected-vehicle or digital-service ecosystems.\nExperience with large-scale data technologies such as Hadoop, Teradata, or similar platforms.\nFamiliarity with customer-contact-center applications, case-management workflows, XM Discover, Maxis, or related customer-experience tools.\nExperience defining operational key performance indicators (KPIs), service-level measures, data-quality checks, or monitoring strategies.\nKnowledge of experimentation, controlled validation, process capability, or continuous-improvement methods.\nExposure to process or application changes involving multiple technical and business organizations.\nCollaborative, curious, and proactive approach, with the ability to build trust and drive progress across teams without direct authority.\n\nGM 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).\n\nThis 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}.\n\nThis job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.\n\nAbout GM\nOur 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.\nWhy Join Us\nWe 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.\nBenefits Overview\nFrom day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.\nNon-Discrimination and Equal Employment Opportunities (U.S.)\nGeneral Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.\nAll employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.\nWe 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.\nAccommodations\nGeneral Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 1-800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.","description_format":"text","description_chars":7980,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Automotive Manufacturing"],"lifecycle":[{"event":"open","at":"2026-10-13T23:31:02Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 795 · green card filings: 1","filings_12m":795,"filings_prev_12m":812,"green_card_filings_12m":1,"median_offered_wage_usd":147456,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.895,"p_room":1,"age_days":1,"expected_fill_days":5,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/general-motors-engineer-customer-support-and-analytics","json_url":"https://alion.io/job/general-motors-engineer-customer-support-and-analytics.json","meta":{"generated_at":"2026-10-15T14:32:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22255,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1705},"rest":"https://alion.io/mcp/rest/get_company?id=1705"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgeneral-motors-engineer-customer-support-and-analytics"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgeneral-motors-engineer-customer-support-and-analytics"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgeneral-motors-engineer-customer-support-and-analytics"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/general-motors-engineer-customer-support-and-analytics\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgeneral-motors-engineer-customer-support-and-analytics"}]}