Sr. Product Manager (Support Copilot)

Palo Alto Networks•Santa Clara, CA

2d•$148,700 - $240,525•Onsite

About The Position

Palo Alto Networks is seeking a Senior Product Manager to help lead product strategy and execution for Support Copilot, our AI-powered assistant for technical support engineers and customers. You will own key initiatives across the product roadmap — from deeper case-management system integrations to closing the feedback loop with the engineers who use the product every day. You will operate at the intersection of Product, Engineering, Support Operations, and frontline power users, making sure Support Copilot keeps solving real problems as it scales to more teams and use cases. The AI Experiences & Transformation team is responsible for scaling Copilot and Agentic capabilities across Palo Alto Networks. We focus not only on innovation, but on operationalizing AI at enterprise scale. This role helps ensure Support Copilot continues to solve real engineer problems as it grows across products and support teams.

Requirements

BS/MS or equivalent experience required
6-8+ years in Product Management experience, ideally within AI-driven products, enterprise software, or support tooling.
Hands-on experience or strong familiarity with modern GenAI/LLM concepts (e.g., RAG, vector databases, retrieval, prompt engineering, agent orchestration & design)
Familiarity with core enterprise network security concepts (e.g., firewalls, VPNs, cloud security)
Track record of turning ambiguous problems into clear product requirements and shipped features
Experience partnering directly with frontline users (Global customer services, enterprise customers or similar) to gather feedback and shape product direction
Comfort working with case-management or CRM platforms (e.g., Salesforce) and enterprise workflow tools
Strong ability to use data to prioritize work and identify product gaps
Experience in accelerating support agent activation and efficiency through enhancements in documentation, tooling, process reengineering, and training consumers on success stories to drive adoption.
Excellent written and verbal communication skills, with the ability to bridge technical and business audiences
Designed and managed rigorous evaluation frameworks to measure model performance, optimize precision/recall, and minimize hallucination risks, ensuring AI-generated solutions meet enterprise-grade accuracy standards.

Responsibilities

Own end-to-end delivery for a portfolio of Support Copilot and agentic troubleshooting initiatives, from requirements through AI model optimization, launch, and adoption.
Lead the integration of Support Copilot and agentic workflows into core case-management systems (e.g., inline Salesforce Service Console workflows), partnering with Engineering and IT.
Build a regular cadence with power users and subject-matter experts to gather feedback on AI performance, validate priorities, and surface unmet needs.
Establish a systematic process for AI evaluation, feedback loops, and data labeling to identify product gaps and continuously improve model efficacy.
Translate qualitative and quantitative AI performance metrics into clear, prioritized product requirements and roadmaps.
Partner cross-functionally with Engineering, Design, Support Operations, and Analytics to ship AI features and measure their impact on case outcomes and TTR.
Define and track success metrics for AI adoption, resolution accuracy, and case outcomes.
Define AI guardrails, safety protocols, and trust metrics to ensure autonomous agent actions are accurate, compliant, and user-centric.