Note: The job is a remote job and is open to candidates in USA. Black Mountain Dynamics is hiring a Senior Network Engineer to own complex escalations across network, security, identity, endpoint, SaaS, monitoring, and infrastructure environments. The role leads troubleshooting and incident response, supports technical projects, mentors engineers, and improves documentation, standards, and operational reliability.
Responsibilities
- Own highest-complexity escalations across network, security, identity, endpoint, SaaS, monitoring, and infrastructure issues
- Lead troubleshooting for complex, recurring, architectural, or security-sensitive issues, ensuring the team understands the root cause, client impact, resolution path, and prevention opportunity
- Support Tier 2 engineers when tickets require deeper analysis, senior validation, architectural review, or risk assessment
- Provide clear escalation guidance, recommended next steps, and technical decision-making under pressure
- Ensure complex tickets include strong documentation, impact analysis, troubleshooting history, and next-action clarity
- Design, implement, troubleshoot, and support LAN, WAN, WLAN, firewall, VPN, VLAN, NAT/PAT, and segmentation environments
- Configure, install, and maintain routers, switches, firewalls, wireless access points, and related network infrastructure
- Lead network deployments, client buildouts, site changes, and infrastructure modernization efforts
- Use monitoring platforms such as PRTG, Unimus, and related tools to identify patterns, bottlenecks, outages, false positives, and repeat issues
- Review firewall policies, logs, routing, wireless health, ISP issues, and client-impacting network events
- Provide senior review and sign-off for firewall changes, network changes, and higher-risk technical work
- Coordinate incident response for critical security events, including stabilization, communication, containment, remediation, documentation, and follow-up prevention
- Use tools such as SentinelOne, firewall logs, SIEM/monitoring platforms, and ticket history to investigate security events
- Conduct threat analysis, vulnerability review, and root cause analysis for security-impacting incidents
- Identify systemic risks and recommend preventative controls, process improvements, or architecture changes
- Ensure secure execution through least privilege, documented change plans, rollback paths, and proper stakeholder communication
- Provide senior support for JumpCloud, Microsoft 365, Google Workspace, MDM, SSO/SAML, SCIM, JIT provisioning, and related identity workflows
- Troubleshoot SAML assertion errors, certificate issues, attribute mapping, provisioning failures, and authentication problems
- Support Apple Business Manager / DEP, device enrollment, encryption enforcement, and endpoint management issues
- Validate and guide Tier 2 work involving identity integrations, policy changes, access control, and endpoint security
- Ensure identity and endpoint standards are documented and repeatable
- Serve as a senior escalation point for NOC issues, after-hours escalations, monitoring alerts, and PagerDuty events
- Help distinguish routine alert/maintenance response from true emergency or client-initiated urgent work
- Correlate alerts across monitoring systems, firewalls, switches, endpoints, ISPs, and client impact
- Identify noisy alerts, monitoring gaps, false positives, and recurring operational problems
- Improve alert handling procedures, escalation paths, and NOC documentation
- Create and maintain technical documentation in Hudu, including network diagrams, troubleshooting guides, escalation procedures, client environment details, and post-incident notes
- Produce RCA summaries, incident reports, technical recommendations, and standards documentation
- Build repeatable SOPs and playbooks for complex issues that should become easier for Tier 1 and Tier 2 over time
- Own continuous improvement across engineering processes, security practices, monitoring standards, documentation maturity, escalation quality, and infrastructure reliability
- Partner with the Service Delivery Manager and Technical Project Manager to ensure project handoffs into operations are clean and supportable
- Mentor Tier 1 and Tier 2 engineers through escalation review, troubleshooting approach, documentation quality, client communication, and repeatable technical standards
- Review escalation packets and coach the team on what good technical handoff looks like
- Confirm readiness or proficiency for Tier 2 engineers as they ramp into tools such as HaloPSA, JumpCloud, PRTG, SentinelOne, Hudu, SSO, firewall troubleshooting, and NOC workflows
- Raise the team’s technical skill level through coaching, documentation, shadowing, and standards development
- Model BMX core values and white-glove service in both internal and client-facing work
- Lead with ownership and blameless problem solving during escalations, incidents, and post-incident reviews
- Stabilize first, then drive root cause, prevention, documentation, and standards improvement
- Communicate clearly before surprises occur, especially during complex incidents, client-impacting changes, or security events
- Make safe, security-first decisions using least privilege, documented plans, peer review where appropriate, and rollback paths
- Coach Tier 1 and Tier 2 engineers through the “why,” not just the fix
- Convert complex or recurring work into SOPs, diagrams, playbooks, automation, or monitoring improvements
- Maintain a high standard of professionalism, urgency, and calm execution during ambiguity or pressure
- Look for service, security, and infrastructure improvement opportunities that create long-term client value
- Resolution of highest-complexity technical issues
- Major incident stabilization and follow-through
- Secure architecture decisions and implementation quality
- Reduction of repeat incidents through RCA and systemic fixes
- Clear documentation, diagrams, standards, and escalation procedures
- Mentorship and technical growth across Tier 1 and Tier 2
- Strong client communication during complex or high-impact events
- Operational maturity across monitoring, alerting, NOC, and escalation workflows
Skills
- 5+ years of experience configuring, supporting, and troubleshooting enterprise or MSP/MSSP technical environments
- Bachelor's or Master's degree in Networking, Cybersecurity, Computer Science or a related field
- Strong experience with network architecture, deployment, and troubleshooting across LAN, WAN, WLAN, VPN, firewalls, switching, routing, VLANs, NAT/PAT, and wireless
- Experience with networking and security platforms such as Palo Alto Networks, Juniper, Ruckus, Cisco, Aruba, Meraki, or similar
- Strong working knowledge of monitoring and alerting tools such as PRTG, Unimus, SIEM platforms, or related systems
- Experience with security tools and processes, including EDR, firewall logs, vulnerability management, incident response, and threat analysis
- Experience supporting cloud identity and SaaS platforms such as JumpCloud, Microsoft 365, Google Workspace, SSO/SAML, SCIM, and MDM
- Strong documentation habits using tools such as Hudu, ticketing platforms such as HaloPSA, and internal communication tools such as Slack
- Ability to lead complex troubleshooting efforts and communicate clearly with clients, vendors, peers, and leadership
- Experience mentoring junior engineers or acting as a senior escalation point
- Certifications such as CCNP, CCIE, CISSP, Security+, Network+, Palo Alto Certifications, or equivalent practical experience
- Experience working in an MSP, MSSP, startup, or fast-moving client-service environment
- Experience with scripting or automation using Python, PowerShell, or related tools
- Familiarity with compliance or security frameworks such as NIST, ISO 27001, or similar
- Experience designing long-term network, infrastructure, or cybersecurity strategies
- Experience leading technical projects, client buildouts, wireless deployments, firewall migrations, identity integrations, or security improvement initiatives
- Experience creating technical diagrams, RCA reports, SOPs, escalation playbooks, and operational standards
Benefits
- Performance-based bonuses.
- Health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Professional development opportunities and certification reimbursement.
- Paid time off and company holidays.
- Flexible work arrangements where applicable.
Company Overview