Support Engineer

NRG is seeking a Support Engineer to monitor, triage, document, and escalate production issues across customer-facing digital platforms and energy market systems. This role is ideal for an early-career IT professional looking to build expertise in cloud operations, application support, incident management, automation, and AI-assisted operations., * Monitor application and infrastructure health using Dynatrace, CloudWatch, and operational dashboards.

• Manage incidents and service requests in ServiceNow with clear, accurate documentation.
• Perform initial troubleshooting of applications, APIs, databases, and batch processes.
• Escalate issues with supporting evidence, timeline notes, and structured findings.
• Participate in on-call support rotations in a 24x7 production support model.
• Use AI tools such as Claude Code, Copilot, and ChatGPT to assist with log analysis, scripting, and incident investigations.
• Contribute to improving support runbooks and operational processes.

• 0-2 years of experience in IT Operations, NOC, Help Desk, Application Support, or a related technical role.
• Bachelor’s degree Computer Science, Information Technology, Information Systems, Software Engineering, Cybersecurity, or a related technical field.
• Basic understanding of web applications, APIs, databases, and cloud technologies.
• Familiarity with SQL and basic Python or Bash scripting.
• Experience with monitoring tools, ticketing systems, or log analysis platforms is a plus.
• Strong communication, analytical, and problem-solving skills.
• Interest in AI, automation, and modern operational practices.

AI Competencies

• Uses AI assistants to accelerate troubleshooting and script development.
• Follows AI-guided troubleshooting and runbook workflows.
• Learns prompt engineering techniques for log analysis and incident triage.
• Understands the fundamentals of AI-assisted and agentic operations.

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You’ll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success-take the lead in shaping your career development, goals and future!

Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier-helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.