System Engineer

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

This position is responsible for ensuring the systems used to provide automotive connected services are functioning and that requests are being delivered successfully to all active subscribers. This role is technical and requires deep understanding of modern system/application interactions and identifying data elements within the systems that can be used to evaluate end-to-end performance.

The person in this role will work cross-functionally to collaborate with business/product owners, IT development and operations, and the business operations teams, to ensure a flawless end-to-end customer experience for our subscribers. The selected responsibilities would include performing technical validation and root cause analysis, developing system service level objectives, detailing technical/validation steps, building analytical tools using database tools and methodologies and resolving Level 3 technical customer cases.

Primary Responsibilities:

• Design, develop and refine performance metrics that represent service delivery performance
• Build and maintain reporting and analytics to show system and customer performance
• Understand & document system work flows, associated back-end interactions, and eco-system of various services including but not limited to In-Vehicle Apps
• Investigate end-to-end system performance and customer experience issues and apply sound technical judgment to data to resolve them
• Identify system performance gaps, build and execute improvement plans
• Ensure adequate system requirements are documented
• Possess a high level of analytical ability to assess and identify appropriate alternative courses of action for definition and resolution where problems are complex
• Design, develop, and implement desktop applications and/or processes to automate routine tasks as necessary to facilitate analysis activities
• Ability to complete work with limited direction from supervisor

Qualifications

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent Engineering or related degree or equivalent experience
• Minimum 3-5 years’ experience in a technical role
• Proficiency using and interacting with relational database structures and SQL query development experience
• Familiarity with Power BI Tableau reporting systems
• Familiarity with some of the following: Azure Databricks, Big Data (Hadoop/Teradata), Python, Pyspark, ELK, Maxis, HUE, basic knowledge about APIs, XM Discover/Clarabridge (sentiment analytics), Salesforce, Heap/Adobe Analytics
• Appropriate interpersonal styles and communication methods to work independently and effectively with business partners to meet mutual goals
• Sound organizational skills to prioritize work to be executed
• High level of analytical ability where problems are complex and difficult
• Demonstrated technical and professional skills in job-related area required
• Familiarity with operational procedures, protocols and communication paths
• Understanding of application architecture and design principles related to system integration of client components, web services, and databases.

Preferred Qualifications:

• Direct experience within the automotive industry in one or more of the following areas:
• Reporting or Analytics
• Issue resolution
• Product validation
• Service delivery
• Strong Database skills and significant SQL query development experience
• Prior experience with OnStar systems
• Prior experience with in-vehicle apps
• Experience using problem solving techniques such as Six Sigma, Lean, ISO 900X, SPICE, or others.

BEST Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

• TP is an Equal Opportunity Employer