[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 our digital way of life through innovative technology. The Customer Focus Analyst on the Unit 42 Managed Detection and Response team will act as a key communication link between MDR analysts and customers, ensuring a smooth onboarding process and addressing technical inquiries to enhance client confidence in their cybersecurity partnership.

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

Benefits

• Restricted stock units
• Bonus

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