Customer Security Analyst, MDR (Unit 42)

Palo Alto Networks•Remote - USA - CA, CA

3d•$105,400 - $170,500•Remote

About The Position

As a Customer Security Analyst on the Unit 42 Managed Detection and Response (MDR) team, you will act as the primary communication bridge between our MDR analysts and customers. You will help translate technical incident response activity into clear, actionable communication while ensuring customers feel informed, supported, and confident throughout their cybersecurity partnership with Unit 42. This role is ideal for a technical professional who thrives in customer-facing environments and enjoys combining cybersecurity knowledge with strong communication and relationship management skills. U.S. citizenship is required for this role based on business and customer needs.

Requirements

2+ years of experience in a customer-facing cybersecurity role such as professional services, customer success or customer support
Deep understanding of attack trends and threat detection services
Hands-on experience with tools such as EDR, SIEM, SOAR, or XDR
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
U.S. citizenship is required for this role based on business and customer needs.
Flexibility to work overnight, weekend, and holiday shifts in a 24x7 MDR operation.

Nice To Haves

Tier 1/2 SO analyst experience
Familiarity with Cortex XDR or Cortex XSOAR — a strong advantage
Experience onboarding new security services or clients — an advantage

Responsibilities

Serve within the customer-focused function of the Unit 42 MDR team, providing proactive communication and technical guidance to customers.
Support onboarding activities for new customers to ensure a smooth setup and transition experience.
Monitor, triage, and route incoming customer communications while answering technical questions related to alerts, reports, incidents, and recommendations.
Partner closely with MDR analysts to ensure customer questions regarding incidents, threats, and investigations are fully addressed.
Own the customer communication lifecycle during active incidents, ensuring timely updates, clarity, and alignment on next steps.
Drive consistency and quality in how incidents, findings, and threat intelligence are communicated externally.
Escalate and advocate for customer issues internally across Product, Engineering, and broader Unit 42 teams to ensure effective resolution.