Sr. Product Manager (Support Copilot)

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Your Career 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.

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.

Qualifications Your Experience Education: BS/MS or equivalent experience required Product Management Experience: 6-8+ years in Product Management experience, ideally within AI-driven products, enterprise software, or support tooling. GenAI & LLM Workflows: Hands-on experience or strong familiarity with modern GenAI/LLM concepts (e.g., RAG, vector databases, retrieval, prompt engineering, agent orchestration & design) Cybersecurity Domain: Familiarity with core enterprise network security concepts (e.g., firewalls, VPNs, cloud security) Execution Excellence: Track record of turning ambiguous problems into clear product