Customer Focus Analyst (Unit 42 MDR)

Company Description

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Description

Job Summary

As a Customer Focus Analyst on the Unit 42 Managed Detection and Response (MDR) team, you will serve as the primary communication link between our expert MDR analysts and our customers. You will be responsible for bridging the gap between technical incident response activities and customer understanding by onboarding new clients, managing communications, and answering technical questions. This role is ideal for a technical professional who excels at customer interaction and is dedicated to ensuring clients feel confident and supported in their cybersecurity partnership with us.

Key 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.

Qualifications

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.
• Prior experience onboarding new security services or clients.

Additional Information

Salary Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $104500/YR – $169100/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.