Customer Focus Analyst (Unit 42 MDR)

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 and 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.

You will 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.