Support Engineer: Cloud Ops & AI-Driven Incidents

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

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