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.

Requirements

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.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

cybersecurityincident responsethreat intelligencecustomer onboardingtechnical guidanceincident triagecustomer communication

proactive communicationcollaborationclarityadvocacyproblem-solving