Unknown Company is hiring a Customer Focus Analyst (Unit 42 MDR) - Remote

At Palo Alto Networks, our mission is to protect our digital way of life. We are seeking a Customer Focus Analyst to join the Unit 42 Managed Detection and Response (MDR) team. In this remote role, you will serve as the critical communication bridge between our expert MDR analysts and our customers, ensuring clarity and understanding around technical incidents and security posture.

What You'll Do

• Serve as 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 to ensure a smooth transition and setup.
• Monitor, triage, and route incoming customer communications, and provide technical answers regarding reports, alerts, and recommendations.
• Proactively collaborate and exchange information with MDR analysts to ensure customer’s technical questions about incidents or threats are fully addressed.
• Own the customer communication lifecycle during ongoing incidents, ensuring 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 to ensure resolution.

What We're Looking For

• 1+ years of experience in a customer-facing cybersecurity role such as professional services, customer success, customer support, or Tier 1/2 SOC analyst.
• Hands-on experience with security tools such as EDR, SIEM, SOAR, or XDR.
• Strong customer communication skills (verbal and written) with the ability to explain complex technical details clearly and concisely.

Nice to Have

• Experience reviewing, drafting, or presenting incident reports and security findings.
• Familiarity with Cortex XDR or Cortex XSOAR.
• Prior experience onboarding new security services or clients.

Technical Stack

• EDR, SIEM, SOAR, XDR
• Cortex XDR, Cortex XSOAR

Team & Environment

You will be part of a customer-focused sub-function within the Unit 42 MDR team.

Benefits & Compensation

• Salary: $104,500/YR - $169,100/YR + equity in the form of restricted stock units.

Work Mode

This is a fully remote position.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.