Customer Focus Analyst (Unit 42 MDR) - Remote… at Palo Alto… · Remote

Summary: Palo Alto Networks is committed to protecting our digital way of life through innovative cybersecurity solutions. As a Customer Focus Analyst on the Unit 42 Managed Detection and Response (MDR) team, you will facilitate communication between MDR analysts and customers, ensuring a smooth onboarding process and addressing technical inquiries to enhance customer 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 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 Required Skills: Customer-facing cybersecurity experience, Security tools EDR, Security tools SIEM, Security tools SOAR, Security tools XDR Important Skills: Incident report drafting, Cortex XDR familiarity, Cortex XSOAR familiarity Nice-to-Have Skills: communication skills Benefits: Restricted stock units, Bonus