Support Engineer

Direct Energy Business; Houston (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

NRG Energy is seeking a Support Engineer to monitor, triage, document, and escalate production issues across customer-facing digital platforms and energy market systems in Houston. This role offers hands-on experience in cloud operations, incident management, automation, and AI-assisted operations.

As an early-career IT professional, you will join a 24x7 production support team, develop runbooks, and collaborate with cross-functional partners to resolve incidents quickly while learning to

Qualifications

• Bachelor’s degree in a technical field.
• 0–2 years in IT operations, NOC, Help Desk, or related role.
• Basic understanding of web apps, APIs, databases, and cloud technologies.
• Familiarity with SQL and scripting (Python or Bash).
• Experience with monitoring tools or ticketing systems is a plus.
• Strong communication and problem-solving skills.
• Interest in AI, automation, and modern operational practices.

Responsibilities

• Monitor application and infrastructure health using Dynatrace, CloudWatch, and dashboards.
• Manage incidents and service requests in ServiceNow with clear documentation.
• Perform initial troubleshooting of applications, APIs, databases, and batch processes.
• Escalate issues with supporting evidence and timeline notes.
• Participate in on-call rotations in a 24x7 production support model.
• Use AI tools to assist log analysis, scripting, and incident investigations.
• Contribute to improving support runbooks and operational processes.

Skills

Communication

Analytical thinking

Problem solving

Team collaboration

Interest in AI/automation

Education

Bachelor’s degree in Computer Science/Information Technology/Information Systems/Software Engineering/Cybersecurity

Tools

SQL

Python

Bash

Job description

Date: Aug 18, 2026

Location:
Houston, TX, US, 77010

Company: NRG

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.

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.

What You'll Do

• 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.

What We’re Looking For

• 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.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability.

Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.

Nearest Major Market: Houston