Customer Focus Analyst (Unit 42 MDR) - Remote
About The Position
The Team Unit 42 is the global threat intelligence team at Palo Alto Networks. We believe threat intelligence should be shared and available to all within the industry. We deliver high-quality, in-depth research on adversaries, malware families, and attack campaigns. Our analysts uncover and document adversary behaviors and then share playbooks that give insight into the various tools, techniques, and procedures threat actors execute to compromise organizations. If you're looking for a career with access to the brightest minds in cybersecurity, you've found it. We have a hunger for researching, hunting out the world's newest threats and sharing them with our industry to make the digital world a safer place. You will be part of a growing, passionate, and dynamic team with an opportunity to work on challenging and exciting projects — centered on what we believe is one of the most significant mission statements in the world. We also strive to be the most people-centric company ever! That means we're constantly working to make your experience amazing, and you are part of the team breaking boundaries of what the workplace can be! Job Summary Unit 42's Managed Detection and Response (MDR) service is growing fast — and we're building a customer-centric team that blends technical expertise with direct customer engagement. As a Customer Focus Analyst, you'll act as the front line of communication between our MDR analysts and our customers, helping bridge the gap between incident response and customer understanding. You'll not only support investigations and incident triage, but also help onboard customers, answer technical questions about reports, alerts, and the service, and manage ongoing communications to ensure clarity, alignment, and satisfaction. This role is ideal for someone who is technical at their core, but enjoys customer interactions, driving clarity, and ensuring our partners feel confident and supported in their cybersecurity journey.
Requirements
- 2+ years of experience in a customer-facing cybersecurity role such as professional services, customer success or customer support
- 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
Nice To Haves
- Tier 1/2 SO analyst experience - advantage
- Hands-on experience with tools such as EDR, SIEM, SOAR, or XDR
- Familiarity with Cortex XDR or Cortex XSOAR — a strong advantage
- Experience onboarding new security services or clients — an advantage
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
