Customer Focus Analyst (Unit 42 MDR) Remote

Job Summary

As a Customer Focus Analyst on the Unit 42 Managed Detection and Response (MDR) team you will serve as the primary communication link between our expert MDR analysts and our customers. You will be responsible for bridging the gap between technical incident response activities and customer understanding by onboarding new clients managing communications and answering technical questions. This role is ideal for a technical professional who excels at customer interaction and is dedicated to ensuring clients feel confident and supported in their cybersecurity partnership with us.

Key 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 customers 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.

Qualifications :

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Additional Information :

Salary Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $104500/YR - $169100/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at  .

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.

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time