Support Engineer

About the Role

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.

Key Responsibilities

• 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.

Requirements & Tech Stack

• 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.

Qualifications

• 0-2 years of experience in IT Operations, NOC, Help Desk, Application Support, or a related technical role.
• Bachelor’s degree in Computer Science, Information Technology, Information Systems, Software Engineering, Cybersecurity, or a related technical field.

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.