[Hiring] Customer Focus Analyst @Palo Alto Networks

Role Description

As a Customer Focus Analyst on the Unit 42 Managed Detection and Response (MDR) team, you will act as the primary communication bridge between our MDR analysts and customers. You will help translate technical incident response activity into clear, actionable communication while ensuring customers feel informed, supported, and confident throughout their cybersecurity partnership with Unit 42.

This role is ideal for a technical professional who thrives in customer-facing environments and enjoys combining cybersecurity knowledge with strong communication and relationship management skills.

Key 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.

Qualifications

• 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.

Preferred Qualifications

• Experience reviewing, drafting, or presenting incident reports and security findings.
• Familiarity with Cortex XDR and/or Cortex XSOAR.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus.

$104,500.00 - $169,125.00/yr

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Immigration Sponsorship

This role is not eligible for Immigration Sponsorship. Please note that we will not sponsor applicants for work visas for this position.