SD-WAN & Secure Access Support Engineer (Palo Alto)

About the role

We are looking for an experienced SD-WAN & Secure Access Support Engineer to join our Infrastructure team. You will be responsible for ensuring secure, reliable internet access for users across a global organisation, troubleshooting connectivity issues and managing security policies.

Key responsibilities

• Investigate and resolve website and application access problems for end users.
• Analyse security logs and monitoring tools to identify root causes.
• Manage URL‑filtering requests, assess allow‑list requests and create approved policy exceptions.
• Troubleshoot URL filtering, threat prevention, SSL decryption, DNS security, application identification, firewall and internet breakout policies.
• Validate access after policy changes and identify potential security risks.
• Handle incidents and service requests through an ITSM platform.
• Provide clear technical updates to technical teams and end users.
• Maintain knowledge articles and support documentation.

Required profile

• Proven experience supporting enterprise network security platforms.
• Strong understanding of security policies, URL filtering, threat prevention, traffic logging and security dashboards.
• Good knowledge of networking fundamentals such as TCP/IP, DNS, HTTP/HTTPS, SSL certificates, proxy services and firewalls.
• Excellent troubleshooting and analytical abilities.
• Effective communication skills for both technical and non‑technical audiences.

Required skills

• SD‑WAN technologies
• Palo Alto Networks firewalls
• URL filtering and threat prevention
• SSL decryption
• DNS security
• Application identification
• Firewall and internet breakout policy management
• ITSM incident and request handling
• Security log analysis and monitoring