Customer Focus Analyst, Unit 42 MDR

Job Summary: Customer Focus Analyst, Unit 42 MDR

As a Customer Focus Analyst on the Unit 42 Managed Detection and Response (MDR) team at Palo Alto Networks, you will be the crucial link between our expert MDR analysts and our valued customers. This role focuses on ensuring seamless communication and understanding between technical incident response activities and customer needs. You will play a vital part in onboarding new clients, managing ongoing communications, and providing clear, technical answers to their queries. This position is ideal for a technical professional who excels in customer interaction and is passionate about ensuring clients feel confident and supported in their cybersecurity partnership.

Key Responsibilities

• Serve as an integral part of a customer-focused sub-function within the Unit 42 MDR team, specializing in proactive communication and technical guidance.
• Support onboarding processes for new customers, facilitating a smooth transition and setup experience.
• Monitor, triage, and efficiently route all incoming customer communications, providing technical answers regarding reports, alerts, and recommendations.
• Proactively collaborate and exchange critical information with MDR analysts to ensure all customer technical questions about incidents or threats are thoroughly addressed.
• Take ownership of the entire customer communication lifecycle during ongoing incidents, ensuring timely updates, clear explanations, and alignment on next steps.
• Contribute to driving consistency and enhancing the quality of how incidents and threat intelligence are communicated externally.
• Escalate and advocate for customer issues internally across the Product, Engineering, and broader Unit 42 teams to ensure prompt 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 utilizing security tools including EDR, SIEM, SOAR, or XDR.
• Demonstrated strong customer communication skills, both verbal and written, with the ability to articulate complex technical details clearly and concisely.

Preferred Qualifications

• Experience in reviewing, drafting, or presenting incident reports and security findings.
• Familiarity with Cortex XDR or Cortex XSOAR.

Key skills/competency

• Customer Service
• Cybersecurity Operations
• Incident Response
• Technical Communication
• Managed Detection and Response (MDR)
• EDR/SIEM/SOAR/XDR
• Client Onboarding
• Threat Intelligence
• Problem Resolution
• Stakeholder Collaboration