[Remote] Customer Focus Analyst (Unit 42 MDR) - Remote

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 and is seeking a Customer Focus Analyst for their Unit 42 Managed Detection and Response team. The role involves serving as the primary communication link between MDR analysts and customers, ensuring clients feel confident and supported in their cybersecurity partnership through onboarding, managing communications, and addressing technical questions.

Responsibilities

• 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

Skills

• 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
• 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

Benefits

• Restricted stock units
• Bonus

Company Overview

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