MDR Customer Focus Analyst (Unit 42) - Remote Weekend Shift

Summary: Palo Alto Networks is a leader in cybersecurity, dedicated to protecting digital lives. The MDR Customer Focus Analyst role involves acting as a communication bridge between MDR analysts and customers, ensuring clear communication and support throughout the cybersecurity partnership. 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 Required Qualifications: - 1+ years of experience in a customer-facing cybersecurity role such as Professional Services, Customer Success, Customer Support, or Tier 1/Tier 2 SOC Analyst - Hands-on experience with security technologies such as EDR, SIEM, SOAR, or XDR platforms - Strong written and verbal communication skills with the ability to explain complex technical concepts clearly and concisely to customers Preferred Qualifications: - Experience reviewing, drafting, or presenting incident reports and security findings - Familiarity with Cortex XDR and/or Cortex XSOAR Required Skills: Cybersecurity, EDR, SIEM, SOAR, XDR, Incident Response, Cortex XDR, Cortex XSOAR, Relationship Management Benefits: Restricted stock units, Bonus