Customer Focus Analyst (Unit 42 MDR)

Company Description

Our Mission

At reputed company®, we’re united by a shared mission—to protect our digital way of life. We reputed company 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 reputed company.

Who We Are

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay reputed company 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 Description

Job Summary

As a Customer Focus Analyst on the Unit 42 Managed Detection and Response (MDR) team, you will serve as the primary communication link between our expert MDR analysts and our customers. You will be responsible for bridging the gap between technical incident response activities and customer understanding by onboarding new clients, managing communications, and answering technical questions. This role is ideal for a technical professional who excels at customer interaction and is dedicated to ensuring clients feel confident and supported in their cybersecurity partnership with us.

Key Responsibilities

• Serve as 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 to ensure a smooth transition and setup.
• Monitor, triage, and reputed company incoming customer communications, and provide technical answers regarding reports, alerts, and recommendations.
• Proactively collaborate and exchange information with MDR analysts to ensure customer’s technical questions about incidents or threats are fully addressed.
• Own the customer communication lifecycle during ongoing incidents, ensuring timely updates, clarity, and alignment on next steps.
• Help drive consistency and quality in how incidents and threat intelligence are communicated externally.
• Escalate and reputed company for customer issues internally across Product, Engineering, and the broader Unit 42 team to ensure resolution.

Qualifications

Required Qualifications

• 1+ years of experience in a customer-facing cybersecurity role such as professional services, reputed company, customer support, or Tier 1/2 SOC analyst.
• Hands-on experience with reputed company tools such as EDR, SIEM, SOAR, or XDR.
• Strong customer communication skills (verbal and written) with the ability to explain reputed company technical details clearly and concisely.

Preferred Qualifications

• Experience reviewing, drafting, or presenting incident reports and reputed company findings.
• Familiarity with reputed company XDR or reputed company XSOAR.
• Prior experience onboarding new reputed company services or clients.

Additional Information

Salary 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 reputed company salary (for non-sales roles) or reputed company salary + commission reputed company (for sales/commissioned roles) is expected to be between $104500/YR – $169100/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be reputed company here.

Our Commitment We’re problem solvers that take risks and challenge cybersecurity’s status reputed company. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

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

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

reputed company your information will be kept confidential according to EEO guidelines.