Customer Experience Analyst (Telemetry API)

Location: Hybrid in Warren, Michigan, United States; expected to report to the specified location at least 3 times a week or at another frequency set by the manager. The role is not eligible for relocation benefits, and relocation costs are the candidate's responsibility.

Company

hirify.global develops automotive products and connected vehicle services under a vision of Zero Crashes, Zero Emissions, and Zero Congestion.

What you will do

• Design and refine operational KPIs, service-level objectives, thresholds, and data-quality indicators for connected vehicle services, OnStar Vehicle Insights, and Telemetry API capabilities.
• Build and maintain reports, dashboards, and analytical tools covering system performance, vehicle data quality, service usage, and customer experience trends.
• Document end-to-end workflows, backend integrations, API interactions, telemetry ingestion patterns, data contracts, and downstream dependencies.
• Investigate system, platform, and customer experience issues using logs, telemetry, database queries, and cross-system analysis; identify root causes and coordinate resolution.
• Validate new features, telemetry behaviors, platform changes, and defect fixes; support requirements gathering, test strategy, deployment readiness, and post-launch monitoring.
• Develop runbooks, repeatable validation steps, automation, scripts, and lightweight tools while communicating findings and recommendations to technical and non-technical stakeholders.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, Data Engineering, Information Systems, a related technical field, or equivalent practical experience.
• 3–5 years of experience in a technical, systems, analytics, platform operations, or connected services role.
• Strong SQL and relational database experience, including complex dataset analysis and operational queries.
• Experience with APIs, microservices-based systems, distributed application flows, system integration across client applications, web services, databases, and backend platforms.
• Familiarity with telemetry, event-based data, operational monitoring, service performance analysis, and data quality.
• Experience with reporting and visualization tools such as Power BI or Tableau.
• Working knowledge of one or more of Azure, Databricks, Hadoop/Hive, Teradata, Oracle, Kafka, Python, PySpark, ELK, shell scripting, ETL processes, or cloud data platforms.
• Ability to investigate non-routine technical issues, assess alternatives, recommend practical solutions, and apply sound technical judgment to moderately complex problems.
• Strong written and verbal communication, organization, prioritization, and ability to work with limited day-to-day direction.

Nice to have

• Experience supporting connected vehicle, telematics, or digital product ecosystems.
• Experience with customer support escalation, service delivery, issue resolution, or product validation.
• Familiarity with vehicle diagnostics, vehicle health, driving insights, mobile app integrations, or digital advisor platforms.
• Experience building automated monitoring or data-quality frameworks and familiarity with operational data stores, data marts, and cloud-based analytics architectures.
• Exposure to Lean, Six Sigma, ISO, or similar structured improvement methodologies.

Culture & Benefits

• Hybrid work arrangement with regular in-person attendance at the Warren location.
• Full employee benefits and total rewards intended to support well-being at work and at home.
• Inclusive workplace focused on belonging, equal opportunity, and non-discrimination.
• GM does not provide immigration-related sponsorship for this role, including H-1B, OPT, STEM OPT, CPT, TN, J-1, or other immigration support.
• Relocation benefits are not provided; any relocation costs are the selected candidate’s responsibility.

Hiring process

• Applicants may be required to complete role-related assessments and/or pre-employment screening before beginning employment.
• Accommodation requests during the application process may be submitted to GM Careers Accommodations with the job title and requisition details.