Field Ops Technology Lead

Overview

Welcome to the intersection of energy and home services. At NRG, we're driven by our passion to create a smarter, cleaner and more connected future. Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.

The Field Operations Technology Team builds and supports tools that empower our Smart Home Pros to deliver exceptional customer experiences. We are looking for a Team Lead to help troubleshoot technical issues, track and document bugs, and drive improvements based on field feedback. This role blends technical problem-solving, user support, and cross-functional collaboration. The ideal candidate is proactive, tech-savvy, and comfortable navigating Vivint's systems and policies. They will take ownership of tasks, ask the right questions, and help push our tools and processes forward.

Responsibilities

• Advanced Troubleshooting & Issue Resolution

Investigate escalated technical issues and provide in-depth troubleshooting across platforms like TechGenie, CMS, and Salesforce.

Log detailed bug reports and system issues with supporting context; help prioritize tickets based on business impact and data insights.

Participate in testing and validation of new features or fixes; contribute to UAT documentation and release readiness.

Investigate business issues using data from peripheral technologies; provide insights to improve system reliability and user experience.

Coordinate and execute release responsibilities including building release decks, updating documentation, and monitoring deployments; participate in early-morning deployment shifts as needed.

Monitor and respond to feedback from users and internal teams; clarify questions and provide support for tool-related inquiries.

Own and update user-facing guides such as the TechGenie User Guide (TGUG) to reflect changes in tools and processes.

Support permission changes and system access configurations in TechGenie and related platforms.

Partner with field support, training, and other departments to gather feedback, identify bugs, and propose workflow improvements.

Help plan, monitor, and report on pilot program performance and outcomes for new features.

Review chats and support requests to identify recurring issues or areas for proactive improvement.

Maintain a working knowledge of related business areas (Sales, Billing, Scheduling, Customer Experience, etc.) to better understand and support the broader ecosystem.

Qualifications

Proactive and Solutions-Oriented Mindset : Actively identifies gaps, asks questions, and takes initiative to solve problems—even beyond one's immediate area of expertise.

Quick to learn new concepts, tools, and systems; thrives in dynamic environments.

Comfortable navigating computer systems and digital tools.

Skilled at identifying technical issues and following through with problem-solving and resolution.

Demonstrates ownership of tasks and independently seeks out information and resources to drive work forward.

Owns outcomes and follows through on commitments; takes the time to deeply understand tasks and context.

Clearly and confidently communicates ideas, questions, and feedback—both written and verbal; not afraid to challenge assumptions or ask clarifying questions; comfortable presenting to larger audiences.

Works well with others, builds strong working relationships, and supports shared team goals.

Maintains performance and clarity when working under time constraints or high-stakes situations.

Demonstrates empathy for users and consumers; committed to creating quality experiences.

Must be local and willing to work in-office on Monday, Tuesday, Thursdays.

Vivint Systems Knowledge : Familiarity with platforms such as TechGenie, Salesforce, PSO, Platinum, or CMS.

Familiarity with HTML, CSS, JavaScript, or similar technologies.

Working knowledge of tools like Excel, SQL, and Tableau is a plus.

Information

Monday - Friday; 9 : 00 am - 5 : 00 pm

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

EEO is the Law Poster (The poster can be found at http : / / www.eeoc.gov / employers / upload / poster_screen_reader_optimized.pdf)

Official description on file with Talent.

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