MDR Customer Focus Analyst – Weekend Shift

Palo Alto Networks

Customer Focus Analyst acting as communication bridge between MDR analysts and customers for cybersecurity attacks. Providing timely updates and proactive communication to ensure client confidence and satisfaction.

Posted 5/11/2026full-timeRemote • Washington • 🇺🇸 United StatesJunior💰 $104,500 - $169,125 per yearWebsite

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

1+ years of experience in a customer-facing cybersecurity role such as Professional Services, Customer Success, Customer Support, or Tier 1/Tier 2 SOC Analyst.
Hands-on experience with security technologies such as EDR, SIEM, SOAR, or XDR platforms.
Strong written and verbal communication skills with the ability to explain complex technical concepts clearly and concisely to customers.

Benefits

Comp & perks

A description of our employee benefits may be found here.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

cybersecurityEDRSIEMSOARXDR

Soft Skills

communicationcustomer serviceproblem-solvingtechnical guidanceproactive communication