[Remote] Customer Focus Analyst (Unit 42 MDR) - Remote Weekend Shift
Note: The job is a remote job and is open to candidates in USA. Palo Alto Networks is dedicated to protecting the digital way of life through innovation and collaboration. The Customer Focus Analyst role within Unit 42's Managed Detection and Response (MDR) service involves acting as a liaison between MDR analysts and customers, supporting investigations, onboarding, and ensuring customer satisfaction in their cybersecurity journey.
Responsibilities
- Be part of a customer-focused sub-function of the Unit 42 MDR team, dedicated to proactive communication and technical guidance
- Support onboarding activities for new customers
- Monitor incoming communication from customers (e.g., via email, comments), triage and route issues as needed, and answer technical questions around reports, alerts, and recommendations
- Collaborate with MDR analysts to ensure the customer’s technical questions about incidents or threats are fully addressed
- Own the customer communication lifecycle during ongoing incidents — ensure timely updates, clarity, and alignment on next steps
- Help drive consistency and quality in how incidents and threat intelligence are communicated externally
- Escalate and advocate for customer issues internally across Product, Engineering, and the broader Unit 42 team
Skills
- 1+ years of experience in a customer-facing cybersecurity role such as professional services, customer success, or customer support — must, Tier 1/2 SOC analyst experience
- Hands-on experience with tools such as EDR, SIEM, SOAR, or XDR
- Strong customer communication skills — verbal and written — with the ability to explain complex technical details clearly
- Experience reviewing, drafting, or presenting incident reports and security findings
- Familiarity with Cortex XDR or Cortex XSOAR
- Experience onboarding new security services or clients
Benefits
- Restricted stock units
- Bonus
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