Customer Focus Analyst Unit MDR

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real‑time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Your Career

Unit 42’s Managed Detection and Response (MDR) service is growing fast — and we’re building a customer‑centric team that blends technical expertise with direct customer engagement. As a Customer Focus Analyst, you’ll act as the front line of communication between our MDR analysts and our customers, helping bridge the gap between incident response and customer understanding.

You’ll not only support investigations and incident triage, but also help onboard customers, answer technical questions about reports, alerts, and the service, and manage ongoing communications to ensure clarity, alignment, and satisfaction.

This role is ideal for someone who is technical at their core, but enjoys customer interactions, driving clarity, and ensuring our partners feel confident and supported in their cybersecurity journey.

• Be 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
• Monitor incoming communication from customers (e.g., via email, comments), triage and route issues as needed, and answer technical questions around reports, alerts, and recommendations
• Collaborate with MDR analysts to ensure the customer’s technical questions about incidents or threats are fully addressed
• Own the customer communication lifecycle during ongoing incidents — ensure 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

Your Experience

• 2+ years of experience in a customer‑facing cybersecurity role such as professional services, customer success or customer support — must, Tier 1/2 SO analyst experience - advantage
• Hands‑on experience with tools such as EDR, SIEM, SOAR, or XDR
• Strong customer communication skills — verbal and written — with the ability to explain complex technical details clearly
• Experience reviewing, drafting, or presenting incident reports and security findings
• Familiarity with Cortex XDR or Cortex XSOAR — a strong advantage
• Experience onboarding new security services or clients — an advantage

The Team

Unit 42 is the global threat intelligence team at Palo Alto Networks. We believe threat intelligence should be shared and available to all within the industry. We deliver high-quality, in‑depth research on adversaries, malware families, and attack campaigns. Our analysts uncover and document adversary behaviors and then share playbooks that give insight into the various tools, techniques, and procedures threat actors execute to compromise organizations.

If you’re looking for a career with access to the brightest minds in cybersecurity, you’ve found it. We have a hunger for researching, hunting out the world’s newest threats and sharing them with our industry to make the digital world a safer place.

You will be part of a growing, passionate, and dynamic team with an opportunity to work on challenging and exciting projects — centered on what we believe is one of the most significant mission statements in the world. We also strive to be the most people‑centric company ever! That means we’re constantly working to make your experience amazing, and you are part of the team breaking boundaries of what the…