Palo Alto Networks→
MDR Customer Focus Analyst (Unit 42) - Remote Weekend Shift
Entry LevelRemoteFull-time
Location
Not specified
Salary
$104k–$169k/yr
Experience
1+ years
Posted
1 day ago
Skills
cybersecurityedrsiemsoarxdrincident responsecortex xdrcortex xsoarrelationship management
Job Description
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
Benefits
Restricted stock units
Bonus