Customer Security Analyst, MDR (Unit 42)

Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary Job Summary As a Customer Security 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. U.S. citizenship is required for this role based on business and customer needs. Your 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. Qualifications Qualifications 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 Deep understanding of attack trends and threat detection services 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 U.S. citizenship is required for this role based on business and customer needs. 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/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here . $105,400.00 - $170,500.00/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 . 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. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.