[Remote] Customer Security Analyst, MDR (Unit 42)

Note: The job is a remote job and is open to candidates in USA. Palo Alto Networks is hiring a Customer Security Analyst for its Unit 42 Managed Detection and Response team. The role serves as the communication bridge between MDR analysts and customers, providing technical guidance, coordinating incident updates, supporting onboarding, and advocating for customer issues internally.

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

Skills

• U.S. citizenship is required for this role based on business and customer needs
• 2+ years of experience in a customer-facing cybersecurity role such as professional services, customer success or customer support
• Deep understanding of attack trends and threat detection services
• 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
• U.S. citizenship is required for this role based on business and customer needs
• Tier 1/2 SO analyst experience
• Familiarity with Cortex XDR or Cortex XSOAR
• Experience onboarding new security services or clients

Benefits

• This role is remote.
• The offered compensation may also include restricted stock units and a bonus.

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