Senior MDR Analyst - Customer Focus (Unit 42)

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

Job Description

Your Career

We are seeking a driven problem solver to join our Unit 42 MDR team. Our team is responsible for customers internal security monitoring, threat hunting and incident response. As a Senior MDR Analyst, we will rely on you to be our main focal point for customer interaction.

The ideal candidate is a quick learner and good communicator who will be able to follow established processes for analyzing threat alerts that fire from our Cortex XSOAR. The candidate should be a creative thinker who takes pride in solving tough problems.

Your Impact

• Monitor Customer Communications - actively monitor channels like emails, ticketing systems, and Slack to quickly identify and prioritize cybersecurity inquiries, ensuring prompt and attentive customer service

• Incident Investigation - provide initial support in incident investigations, working with customers to understand incidents fully and gather necessary data, while escalating complex cases as needed

• Documentation and Reporting - maintain detailed records of customer interactions and contribute to creating incident reports and knowledge base articles to support both customers and internal teams

• Collaborate Internally - work closely with internal teams like Threat Hunting, Threat Intelligence, and Research to provide holistic support to customers and improve Palo Alto Networks' offerings based on customer feedback

• Ongoing Learning - engage in continuous learning and training to enhance your cybersecurity and threat hunting skills, keeping abreast of new threats, technologies, and best practices to better support customers

*While this position does not involve shifts, occasional weekend on-call duty may be required

Qualifications

Your Experience

• 3+ years experience with multi tiered SOC/MDR/IR

• Deep understanding of attack trends and threat detection services

• Strong customer-first orientation and ability to simplify technical concepts

• Exceptional communication skills, both written and verbal, to effectively communicate with clients

• Experienced with technologies such as EDR, SIEM, SOAR, NGFW

• Deep understanding of attack trends and threat detection services

• Familiarity with security best practices and common emerging security threats

Nice to have:

• Hands-On experience with Cortex XSOAR or Cortex XDR 

• Previous experience in a customer-facing technical support role - advantageous

Additional Information

The Team

Unit 42 is the global threat intelligence team at Palo Alto Networks. We believe threat intelligence should be shared and available to all within the industry. We deliver high-quality, in-depth research on adversaries, malware families, and attack campaigns. Our analysts uncover and document adversary behaviors and then share playbooks that give insight into the various tools, techniques, and procedures threat actors execute to compromise organizations.

If you’re looking for a career with access to the brightest minds in cybersecurity, you’ve found it. We have a hunger for researching, hunting out the world’s newest threats and sharing them with our industry to make the digital world a safer place.

You will be part of a growing, passionate, and dynamic team with an opportunity to work on challenging and exciting projects — centered on what we believe is one of the most significant mission statements in the world. We also strive to be the most people-centric company ever! That means we’re constantly working to make your experience amazing, and you are part of the team breaking boundaries of what the workplace can be!

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasona