MDR Customer Focus Analyst – Weekend Shift

📋 Description

• Engage with customers as part of the customer-centric Unit 42 MDR team, delivering proactive communication and technical support.

• Assist in onboarding new clients to guarantee a seamless setup and transition experience.

• Oversee, prioritize, and manage incoming customer inquiries while providing answers to technical questions related to alerts, reports, incidents, and recommendations.

• Collaborate closely with MDR analysts to ensure all customer inquiries about incidents, threats, and investigations are thoroughly addressed.

• Manage the customer communication lifecycle during live incidents, ensuring timely updates, clarity, and alignment on subsequent actions.

• Promote consistency and quality in communicating incidents, findings, and threat intelligence externally.

• Elevate and advocate for customer concerns internally among Product, Engineering, and the wider Unit 42 teams to guarantee effective resolution.

⛳️ Requirements

• Minimum of 1 year of experience in a customer-facing cybersecurity position such as Professional Services, Customer Success, Customer Support, or Tier 1/Tier 2 SOC Analyst.

• Practical experience with security technologies including EDR, SIEM, SOAR, or XDR platforms.

• Excellent written and verbal communication skills with the capability to articulate complex technical concepts clearly and succinctly to customers.

🏝️ Benefits

• A description of our employee benefits may be found here.