Customer Focus Analyst (Unit 42 MDR) - Remote

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 route 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 advocate for customer issues internally across Product, Engineering, and the broader Unit 42 team to ensure resolution.