Palo Alto Networks · 2 days ago
Customer Focus Analyst (Unit 42 MDR) - Remote
United States
Full-time
Remote
Entry, Mid Level
$104K/yr - $169K/yr
2+ years expPalo Alto Networks is dedicated to protecting digital lives through innovative technology. The Customer Focus Analyst will serve as the communication bridge between MDR analysts and customers, supporting investigations, onboarding, and managing customer interactions to enhance satisfaction and clarity.
Agentic AICloud SecurityCyber SecurityNetwork SecuritySecurity
Responsibilities
Be 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
Monitor incoming communication from customers (e.g., via email, comments), triage and route issues as needed, and answer technical questions around reports, alerts, and recommendations
Collaborate with MDR analysts to ensure the customer’s technical questions about incidents or threats are fully addressed
Own the customer communication lifecycle during ongoing incidents — ensure 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
Qualification
Preferred
2+ years of experience in a customer-facing cybersecurity role such as professional services, customer success or customer support — must, Tier 1/2 SO analyst experience - advantage
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
Familiarity with Cortex XDR or Cortex XSOAR — a strong advantage
Experience onboarding new security services or clients — an advantage
Benefits
Restricted stock units
Bonus
Company
Palo Alto Networks
Palo Alto Networks is a cybersecurity company that offers cybersecurity solutions for organizations.
10001+ employees
H1B Sponsorship
Palo Alto Networks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (579)
2024 (482)
2023 (341)
2022 (452)
2021 (493)
2020 (235)
Funding
Current Stage
Public CompanyTotal Funding
$65MKey Investors
Icon VenturesLehman HoldingsGlobespan Capital Partners
2012-07-20IPO
2008-11-03Series C· $10M
2008-08-18Series C· $27M
Leadership Team
Helmut Reisinger
CEO EMEA
Nikesh Arora
Chairman CEO
Recent News
2026-01-16
2026-01-16
2026-01-16
Company data provided by crunchbase