Senior NOC Support Engineer

Employment Type: Full-Time or Contract (Open to Both)

Team: Customer Management Center (CMC) Team

Schedule: Shift-Based (Days / Evenings / Overnight)

Work Location: Remote

Reports To: CMC Director

Pay Range: $35-$50/hour

Position Overview

We are seeking an experienced NOC Support Engineer to join the CMC Network Operations

Center (NOC) team. This role operates as a core member of a shift-based, 24x7 operations team

responsible for maintaining the health, availability, and performance of critical network

infrastructure.

As a lean, high-ownership team, this role spans the full operational spectrum: from real-time

monitoring and hands-on troubleshooting to direct customer communication via phone, email, and

ticketing systems. The ideal candidate brings strong technical depth in enterprise and carrier-grade

networking, a calm and methodical approach to incidents, and the communication skills to represent

the team effectively with customers and internal stakeholders alike.

We are open to both full-time and contract arrangements and will work with the right candidate to

structure engagement terms appropriately.

Key Responsibilities

Incident Management & Escalation

• Serve as a senior escalation point for P1/P2 network and infrastructure incidents, providing

rapid triage and direction to on-shift NOC staff.

• Perform deep-dive troubleshooting on critical issues spanning routing (BGP, OSPF, EIGRP),

switching, VPNs, MPLS, and server/application connectivity.

• Lead or support post-incident root cause analysis (RCA) processes, ensuring thorough

documentation of findings, contributing factors, and corrective actions.

• Develop and own long-term corrective action plans (CAPs) in coordination with engineering

and infrastructure teams, tracking through to resolution.

• Maintain clear, concise incident communications to stakeholders throughout the incident

lifecycle, including executive summaries when warranted.

Monitoring & Performance Optimization

• Analyze network performance data, traffic trends, and alert patterns to proactively identify

anomalies, latency issues, or capacity risks before they become incidents.

• Evaluate and enhance monitoring tooling — including Atlas, Ciena Site Manager, and

related platforms — to improve alert fidelity, reduce noise, and increase network-wide

visibility.

• Develop and refine dashboards, alert thresholds, and runbooks to support NOC staff in

efficiently identifying and responding to issues.

• Identify opportunities for automation and process improvement within the monitoring and

alerting stack.

Collaboration & Vendor Coordination

• Act as a technical liaison between the NOC and internal infrastructure, application, and

engineering teams during high-priority incidents and planned maintenance windows.

• Engage directly with external vendors and carriers for advanced troubleshooting, circuit

restoration, and escalation management.

• Support change management processes by reviewing proposed changes for network risk

and participating in change advisory board (CAB) discussions as needed.

• Contribute to knowledge transfer by documenting institutional knowledge, operational

procedures, and troubleshooting guides for NOC staff.

Customer Support & Communication

• Serve as a direct point of contact for customers, answering inbound calls, responding to

email inquiries, and managing support tickets through to resolution.

• Provide clear, professional, and timely updates to customers during incidents, planned

maintenance windows, and general service inquiries.

• Translate complex technical situations into plain-language communications appropriate for

non-technical audiences.

• Ensure all customer-reported issues are properly triaged, documented in the ticketing

system, and escalated internally when warranted.

• Uphold a high standard of customer experience consistent with service-level commitments

and team values.

Technical Environment & Tooling

• Operate across a multi-vendor network environment utilizing Cisco and Juniper hardware

platforms.

• Apply deep working knowledge of routing protocols including BGP, OSPF, and EIGRP in

production environments.

• Utilize monitoring and management tools including Atlas and Ciena Site Manager; comfort

with additional NMS/APM tools is a plus.

• Engage with ticketing, change management, and ITSM platforms (e.g., ServiceNow, Jira, or

similar) for incident tracking and documentation.

Qualifications

Required

• 7+ years of hands-on experience in network operations, network engineering, or a senior

NOC role.

• Expert-level troubleshooting skills across Layer 2 and Layer 3 networking: routing,

switching, BGP, OSPF, EIGRP, MPLS, and VPNs.

• Proven experience with Cisco and Juniper hardware in production environments (routers,

switches, firewalls).

• Demonstrated ability to lead incident response under pressure, including effective

communication and escalation management.

• Experience conducting and documenting formal root cause analysis (RCA) and corrective

action plans.

• Strong verbal and written communication skills; ability to interface with both technical teams

and non-technical stakeholders.

Preferred

• Experience with Atlas and/or Ciena Site Manager, or equivalent carrier-grade NMS

platforms.

• Familiarity with MEF Carrier Ethernet standards, colocation environments, or NaaS

platforms.

• Relevant certifications: CCNP, JNCIP, or equivalent (CCIE/JNCIE a strong plus).

• Prior consulting or floater experience working across multiple teams or client environments.

• Familiarity with ITIL frameworks and NOC operational best practices.

Engagement Details

This position is open to both full-time employment and contract arrangements. We will work with the

right candidate to structure terms that reflect their situation and our needs.

The NOC operates on a 24x7 shift-based schedule. Candidates should be comfortable with shift

work, including evenings, overnights, and weekends. Specific shift assignment will be determined

based on team needs and candidate fit at the time of hire.

• Access to internal monitoring, ticketing, and network management systems will be

provisioned upon start.

• PacketFabric is a fully remote working environment.

About the Team

The CMC NOC and Connectivity Team operates 24x7 across multiple shifts, responsible for the

monitoring, incident response, and operational health of a critical network infrastructure

environment. As a lean team, every member plays a meaningful role — from deep technical troubleshooting to direct customer interaction. We value engineers who take ownership,

communicate clearly, and bring both technical depth and a collaborative approach to their work.