Customer Focus Analyst (Unit 42 MDR) - Remote Weekend Shift
About The Position
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.
Requirements
- 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 Haves
- Experience reviewing, drafting, or presenting incident reports and security findings.
- Familiarity with Cortex XDR or Cortex XSOAR.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
