Engineer, Customer Support, Analytics

General Motors

. Analyze end-to-end customer journeys, operational processes, and system performance to identify trends, defects, risks, and improvement opportunities .

Posted 10/13/2026full-timeWarren • Michigan • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in data analytics, SQL query optimization, and operational reporting, with a strong ability to analyze complex systems and translate findings into actionable recommendations. Proficient in using analytics technologies like Databricks and visualization tools such as Power BI to enhance operational insights and drive continuous improvement.

Highest-signal resume keywords

SQL Query OptimizationData AnalyticsRoot-Cause AnalysisPower BI Dashboard DevelopmentDatabricks Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLData AnalysisRoot-Cause AnalysisPerformance MetricsTrend AnalysisAnomaly DetectionData TransformationData ValidationOperational ReportingProcess Improvement

Soft Skills

Strong Communication SkillsDecision-MakingPrioritizationProblem-SolvingCollaboration

Tools & Technologies

DatabricksPower BITableauAzure AnalyticsETL Concepts

Industry Keywords

Customer Journey AnalysisOperational ProcessesSystem PerformanceData QualityContinuous ImprovementDigital-Service EcosystemsCase-Management WorkflowsKPI MonitoringCloud-Based Data PlatformsEvent-Driven Architectures

Tech Stack

Tools & technologies

AzureCloudETLHadoopPythonSQLTableau

About the role

Key responsibilities & impact

Analyze end-to-end customer journeys, operational processes, and system performance to identify trends, defects, risks, and improvement opportunities
Resolve complex customer cases and create processes and best practices for routine escalations
Lead root-cause investigations for production incidents, recurring defects, and performance degradation across connected services
Build and maintain performance metrics, dashboards, and reports showing 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 operational insights scalability
Translate technical findings into recommendations and communicate issue priority based on customer impact, business risk, frequency, severity, and 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

Requirements

What you’ll need

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
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, ability to manage multiple priorities, and sound decision-making with incomplete information
GM does not provide immigration-related sponsorship; candidates must not require GM immigration sponsorship now or in the future
Ability to report to the specified location at least 3 times a week, or at another frequency dictated by the manager
Preferred: Working knowledge of Databricks, Python, Power BI, and ETL concepts
Preferred: Familiarity with artificial intelligence tools, Datadog, Azure Analytics, cloud-based data platforms, APIs, event-driven architectures, identity management, mobile applications, connected-vehicle or digital-service ecosystems, Hadoop, Teradata, customer-contact-center applications, case-management workflows, XM Discover, Maxis, KPIs, service-level measures, data-quality checks, monitoring strategies, experimentation, controlled validation, process capability, and continuous-improvement methods

Benefits

Comp & perks

Benefits and Total Rewards resources available from day one
Workplace inclusion and belonging initiatives
Reasonable accommodations for applicants with disabilities
Role-related assessment and/or pre-employment screening information provided during recruitment