Palo Alto Customer Focus Analyst – Weekend Shifter Unit 

Israel, Tel Aviv District, Tel Aviv-Yafo 

603663287

Job Summary

You’ll not only support investigations and incident triage, but also help onboard customers, answer technical questions about reports, alerts, and the service, and manage ongoing communications to ensure clarity, alignment, and satisfaction.

Key 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

Preferred Qualifications

• 1+ years of experience in a customer-facing cybersecurity role such as professional services, customer success, or customer support — must, Tier 1/2 SOC analyst experience
• 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
• Experience onboarding new security services or clients
  

This role includes participation in our weekend coverage rotation supporting global MDR operations:

• 3 weekends per month Tuesday - Saturday schedule)

• 1 week per month with a Monday– Friday schedule

• May require evening and night shifts aligned to operational needs

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