Senior Customer Solutions Engineer - Activation

Key Skills

Agile methodologies, Azure, Cloud computing, DataDog, DevOps, Leadership, SaaS

Job Description

Embedded in a worldwide network Mercedes-Benz Research & Development North America continuously strives to remain at the forefront of successful automotive research and development. MBRDNA is headquartered in Silicon Valley, California, with key areas of Autonomous Driving, Advanced Interaction Design, Digital User Experience, Machine Learning, Customer Research, and Open Innovation. In Farmington Hills, Michigan, the focus is on Powertrain and eDrive technology as well as in Long Beach, where the teams test durability of the latest driver assistant and telematic systems. The Digital Hub in Seattle focusses on developing a cloud architecture and building out the cloud platform for the next generation of connected car services. The Testing and Regulatory Affairs Division in Ann Arbor and the Advanced Vehicle Design in Carlsbad complete the competence center.

The Solutions Engineer is part of the End-to-End Service Activation Team who brings in the technical expertise to ensure that activating services and features are a smooth, more transparent experience for every connected Mercedes-Benz customer. This person will understand the E2E Activation system and is able to analyze and debug issues from the customer app to the vehicle and back. This is a crucial part of developing and operating a cloud architecture and building out the cloud platform for the next generation of connected car services. This role is intended to closely collaborate with stakeholders in Germany, which will require travel for extended time-periods or eventual relocation to Germany.

Job Responsibilities:

• Within the Customer Function domain for Service Activation, the person in this role will be the technical expert and customer advocate for End-to-End Activation, with an emphasis on these key topics and associated responsibilities:
• Functionality:
• Rapidly gain deep understanding of full end-to-end activation process from customer to the cloud to the car.
• Work with all teams in the activation chain to identify, coordinate and integrate system-wide changes that improve the customer experience.
• Correlates issues with impacts and supports transparency of this information.
• Transparency:
• Own dashboard development and reporting needed to provide consistent view of end-to-end performance and success of activation.
• Identify and champion system-wide changes that will improve clarity of reported data.
• Provide insights for the customer-centric vision of Service Activation.
• Support:
• Lead investigations related to customer support requests and internal stakeholder development issues.
• Identify trends and perform root cause analysis of both customer/stakeholder issues and system outages to identify areas for system-wide improvements.
• Build internal knowledge/playbooks to enable the customer support and development teams to be more self-sufficient.
• Support validation of activation processes as part of new vehicle line testing/approval.
• Works with on-call teams for cluster issues and outages.
• Collaboration:
• Partner with other departments to identify opportunities to improve the customer experience and develop new products.
• Help coordinate and execute end-to-end testing of activation processes.
• Extended travel and eventual relocation to Germany.

Minimum Qualifications:

• Bachelor’s in Computer Science or related degree
• Ability to lead the engineering efforts for small to medium scale projects, to include overseeing system design, assisting with story refinement and work breakdown, tracking progress and ensuring quality standards are maintained
• Proactive working style
• Highly organized and data-driven
• Ability to work within an agile DevOps team and culture
• Demonstrated ability to understand and contribute to complex system-level micro services architecture, APIs, application performance, and hardware interactions
• Comfortable working across global time zones
• Valid US Drivers License

Preferred Qualifications:

• Understanding of and ability to troubleshoot cloud systems including: load balancing, containerization, disaster recovery and leveraging IaaS, PaaS, and SaaS as appropriate
• Ability to collaborate with internationally distributed teams
• Experience in Agile development methodologies
• Previous experience with device management, telematics, IoT devices or connected vehicles
• Previous experience working with DataDog, Azure Log Analytics, and other observability services

The successful candidate’s starting pay will be determined based on a wide range of factors, including, but not limited to, job-related education, skills, and experience, geographic location, and market conditions. The current salary range for this position is as follows and may be modified in the future: $97,600 - $122,100. 

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Why should you apply?

Here at MBRDNA, you create digital ecosystems around cars, you design a language between humans and machines, you make a car even more intelligent - you make the new reality for cars. We have an open and flexible environment to allow you to push boundaries, join MBRDNA and design your future.

Benefits for Full-Time* Employees Include:

• Medical, dental, and vision insurance for employees and their families
• 401(k) with employer match
• Up to 18 company-paid holidays
• Paid time off (unlimited for salaried employees), sick time, and parental leave
• Tuition assistance program
• Wellness/Fitness reimbursement programs
• Vehicle lease subsidy or company car (for eligible employees only)