Network Incident Response Engineer

Build More Than Just a Career. Build Your Future. At Vailexa, we’re not just hiring — we’re building thinkers, creators, and future leaders. We believe in giving people the space to grow, the freedom to think, and the opportunity to create real impact from day one. If you’re someone who wants to learn fast, take ownership, and grow beyond limits, you’ll feel right at home here. Key Responsibilities Respond to and resolve high-priority network incidents, including P1 incidents requiring immediate engagement and rapid service restoration. Manage and progress P2 and P3 incidents within the operational support queue. Support manufacturing, warehouse, and office locations throughout North America and the broader global enterprise. Perform troubleshooting across OSI Layers 1 through 4 to isolate faults and restore services. Diagnose network outages, slowness, connectivity issues, hardware failures, software defects, and performance degradation. Troubleshoot Layer 2 technologies including VLANs, trunking, MAC address tables, spanning-tree operations, switching loops, and wireless connectivity. Troubleshoot Layer 3 technologies including IP addressing, subnetting, inter-VLAN routing, routing tables, WAN connectivity, and BGP operations. Analyze Layer 4 connectivity issues involving TCP, UDP, firewall policies, application reachability, session establishment, resets, and timeouts. Support SD-WAN operations and troubleshooting activities utilizing Cisco vManage. Investigate site outages and node failures to determine root cause and implement corrective actions. Coordinate with internet service providers and telecommunications carriers to resolve WAN and circuit-related issues. Troubleshoot wireless saturation, RF interference, roaming issues, access point connectivity problems, and endpoint wireless challenges. Identify network changes, hardware failures, software bugs, and external factors contributing to incidents. Use network monitoring, observability, and troubleshooting platforms to identify affected infrastructure and accelerate service restoration. Participate in daily operational review meetings and dashboard reviews to prioritize workload and track incident progress. Work alongside senior engineers to learn enterprise troubleshooting methodologies and operational best practices. Support incident response activities in a zero-trust network environment. Participate in an on-call rotation supporting critical production networks. Day-to-Day Environment Review operational dashboards and incident queues daily. Manage approximately 120 active operational tickets in a fast-paced support environment. Support a network environment experiencing significant annual incident volume. Work with multiple monitoring and observability platforms to locate and resolve issues. Collaborate with engineering teams, local site contacts, network providers, and internal stakeholders. Utilize a broad collection of operational and troubleshooting tools while continuously expanding technical expertise. QualificationsRequired Qualifications CCNP certification. 6+ years of enterprise network engineering, network operations, or incident response experience. Strong hands-on troubleshooting experience in large enterprise environments. Deep understanding of TCP/IP networking fundamentals and the OSI model. Experience troubleshooting Layer 2 and Layer 3 networking issues. Strong knowledge of: Switching and routing VLANs STP (Spanning Tree Protocol) BGP (Border Gateway Protocol) WAN technologies IP subnetting and binary concepts LAN and wireless networking Experience supporting Cisco enterprise networking environments. Experience troubleshooting network hardware failures and software defects. Experience working directly with Cisco TAC and third-party service providers. Ability to interpret logs, interface statistics, routing information, and network telemetry data. Strong understanding of redundant network designs and Layer 2 loop prevention. Knowledge of firewall concepts and network traffic flows. Excellent communication and customer service skills. Ability to work effectively in a high-volume operational environment. Self-starter mindset with strong ownership, curiosity, and willingness to learn. Preferred Qualifications Experience with Cisco SD-WAN and Cisco vManage. Experience supporting manufacturing environments. Experience supporting wireless networks at scale. Experience with DDI technologies (DNS, DHCP, and IP Address Management). Exposure to load balancing technologies. Experience working within zero-trust environments. Tools & Technologies Cisco SD-WAN (vManage) Cisco Catalyst Center Cisco Switching and Routing Platforms Cisco Wireless Technologies ThousandEyes ServiceNow LiveNX Glean Network Monitoring Platforms ISP and Carrier Portals BGP STP VLANs TCP/IP UDP DDI Technologies Work Schedule Hybrid schedule requiring at least 3 days onsite each week in Warren, Michigan. One to two remote workdays per week. Participation in an on-call rotation: Day & Evening (24Hour) on-call assignment approximately once every 10 days. Weekend support approximately once every 10 weeks. Weekend coverage runs from Saturday at 6:00 AM through Monday at 6:00 AM. Work schedules are adjusted during on-call and weekend support periods. What Success Looks Like Begin reviewing and supporting live incidents within the first week. Achieve approximately 60-70% operational readiness within the first month. Demonstrate strong incident ownership and troubleshooting capabilities. Continuously expand technical knowledge through collaboration with senior engineering staff. Develop proficiency across enterprise network operations tools, processes, and technologies. Ready to take the next step? If you’re excited about this role and ready to grow with a team that values ambition, ideas, and impact — we’d love to hear from you. Apply now and start building your journey with Vailexa.