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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Operations Associate 2- IT Analyst - **Company:** eShocan LLC - **Location:** Milford Charter Township, MI, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Systems Engineering, Confluence, JIRA, Command-Line Interface, Computer Programming, Software Debugging, Error Codes, Microsoft Office, Reliability Engineering, Windows Remote Assistance, SQL Databases, Integration Frameworks, Gsuite, Pagerduty, Servicenow - **Published:** September 26, 2026 - **Apply:** https://www.careerjet.com/jobad/use982d7c959ebe97f47574a5c0cafa1a9 ## About the Role This role is ideal for someone with strong attention to detail, sound judgment, and curiosity for debugging complex engineering issues in a fast-paced operational environment. You will help ensure safe, reliable, and efficient fleet operations while contributing feedback that improves tools, processes, and vehicle performance across GM's self-driving ecosystem. Top Skills: * Years of experience: 2-4 years of experience required * Prefer experience in the AV space and/or IT Troubleshooting (Vehicle operator or worked in remote assistance or support roles) this is very relevant and extremely helpful to have coming into this role, making training a lot easier, but this is not required * Experience with Jira, Service Now, any ticketing platforms * Experience in virtual customer support role/chat support/over the phone * Familiarity with knowledge bases, follow directions Education Requirement: High School Diploma Operational role: * Technical mindset * Working a lot with test engineers who are direct GM employees, wide variety of experience you have to work with, not getting frustrated with people, being able to work with this * Be able to verify what problem is being reported, find instructions, provide them and document the issue, not expected to be a systems engineer and diagnose * The role is - "here is my error code, this is how I find it, follow the steps", Technical background and understanding in automotive, robotics, autonomous vehicles, technology operations, or a related environment, with a strong troubleshooting mindset. Proven ability to communicate clearly and build rapport with a rapidly growing team, including giving and receiving prompt, understandable verbal and written communication across varied audiences. Ability to adapt quickly to evolving situations, anticipate issues before they spread across the fleet, and remain calm and focused under pressure. Strong attention to detail, execution skills, and follow-through from issue identification through resolution. Ability to speak in front of large groups and communicate issues effectively to shift managers, fleet engineers, technicians, and operational leadership. Comfort operating in a complex, dynamic, and fast-paced environment while managing multiple activities and priorities simultaneously. Professionalism in working across multiple levels of management, engineering, and AV operations. Experience with productivity and incident-management tools such as Google Workspace or Microsoft Office, Confluence, JIRA, CRM platforms, and similar tools. Excellent customer-service orientation and strong interpersonal skills. Ability to remain alert and highly focused for extended periods during operational support activities. Willingness to work on-site at designated GM facilities and support flexible operational needs as required. Enthusiasm for self-driving technology and its potential impact on safety, accessibility, and the future of mobility. Bonus Points! Previous experience leading large teams or providing informal leadership in technical operations environments. Background in automotive and/or technology industries. Experience using PagerDuty or similar incident-response and on-call coordination tools. Experience using command line tools, programming, SQL, or related software and integration tools that support debugging and analysis. Experience using JIRA Experience in customer-facing operations or technical support environments with a strong customer-service mindset. ## Description We are seeking a Troubleshooting Expert to support the technical and operational demands of our data collection and testing vehicle fleets . In this role, you will partner closely with AV Operations, Service Technicians, Fleet Reliability Engineering, Advanced Build and Vehicle Integration teams, and other cross-functional engineering teams to maximize fleet uptime and utilization through high-quality technical triage, clear communication, and thorough documentation., Soft skills need to be good at documentation, ability to work with others, being adaptable to change and different processes What you'll be doing: Foster Safety First culture across troubleshooting operations, ensuring activities prioritize safety and follow safe work practices and policies. Oversee and guide troubleshooting activity for technical issues, ensuring clear triage, accurate categorization, and timely escalation of issues that impact fleet utilization. Monitor field communications and operational signals to assist in troubleshooting, identify patterns, and report unresolvable issues to Fleet Operations Engineers and Vehicle Technicians. Compile proper diagnostic information and document issues thoroughly and accurately, including failures, mitigations, and resolutions. Partner with technician and engineering teams to refine troubleshooting workflows, documentation processes, and operational feedback loops. Build and share troubleshooting knowledge through training modules and operational guidance for Troubleshooting Experts and AVTOs. Maintain a calm, helpful, and professional composure during routine support and high- pressure operational situations while providing excellent customer support. Support product testing and debug events of interest for engineering groups, including validating behavior and helping refine new features or fixes prior to rollout when needed. Respond to troubleshooting tickets quickly and follow through to completion with strong ownership and attention to detail. Write clear daily handoff reports for subsequent shifts and leadership to ensure continuity across operations. Support ad hoc projects as needed for various operational or engineering priorities. Handle confidential information responsibly and demonstrate sound judgment when working on sensitive projects and operational issues.