Palo Alto Networks

Analyst

• 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.

MDR Customer Focus Analyst – Weekend Shift