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

Are you an experienced Support Engineer with a strong background in network security and secure remote access technologies? Do you enjoy troubleshooting complex connectivity issues while ensuring users can securely access the applications and websites they need?

We're looking for an SD-WAN & Secure Access Support Engineer to join a growing Infrastructure team. In this role, you'll be responsible for supporting enterprise security services, investigating web access issues, managing security policies, and working closely with network and security teams to deliver secure, reliable access for users across a global organisation., As part of the Infrastructure and End User Computing team, you'll play a key role in maintaining secure internet access and supporting business-critical applications. Your responsibilities will include:

• Investigating and resolving website access issues affecting end users.
• Analysing security logs and monitoring tools to identify the root cause of access problems.
• Managing URL filtering requests and assessing website allow-listing requests in line with security and business requirements.
• Troubleshooting issues relating to:
• URL filtering
• Threat prevention
• SSL decryption
• DNS security
• Application identification
• Firewall and internet breakout policies
• Creating and implementing approved policy exceptions.
• Validating access following policy changes.
• Identifying potential security risks associated with websites and internet traffic.
• Managing incidents and service requests through an ITSM platform.
• Providing clear technical updates to both technical teams and end users.
• Maintaining knowledge articles and support documentation., You'll be confident investigating why websites or applications are inaccessible, determining whether issues are caused by security policy, technical faults or incorrect categorisation, and making informed decisions that balance business requirements with security best practice.

Typical issues you'll support include:

• Business websites blocked by security policies.
• Users unable to access supplier or third-party portals through secure remote access.
• Websites incorrectly categorised by filtering services.
• Temporary access requests for project teams.
• Security policy changes requiring validation and testing.

• Experience supporting enterprise network security platforms.
• Strong understanding of:
• Security policies
• URL filtering
• Threat prevention
• Traffic logging and monitoring
• Security dashboards and reporting
• Good knowledge of networking fundamentals, including:
• TCP/IP
• DNS
• HTTP/HTTPS
• SSL certificates
• Proxy services
• Firewalls
• Strong troubleshooting and analytical skills.
• Excellent communication skills with the ability to explain technical issues to both technical and non-technical audiences.

Desirable

• Experience supporting SD-WAN environments.
• Relevant networking or security certifications.
• Knowledge of web filtering best practices and security governance.
• Experience working within a global enterprise environment., * Web Filtering
• Palo Alto Firewalls
• Palo Alto Networks Security
• Palo Alto Panorama
• SD-WAN and SDN Networking