Principal Product Manager (Prisma Access/SASE Support PM Leader)

Your Career

Were transforming how we deliver support by embedding supportability into the core of our Prisma Access product strategy. As a Support Product Manager you will be the single accountable owner responsible for significantly reducing support issues accelerating issue resolution and delivering AIpowered diagnostics and automation for Prisma Access at Palo Alto Networks.

A core imperative of your role will be to champion and guarantee unparalleled product excellence that directly minimizes customer friction and accelerates their ability to realize their strategic technical and operational objectives. This necessitates a proactive and deeply engaged approach where you will spearhead and actively participate within diverse crossfunctional teams encompassing Product Management peers Engineering counterparts Technical Assistance Center (TAC) specialists Customer Support engineers and Solution architects all with a focus on enhancing supportability.

A significant aspect of your responsibilities will involve rigorous and comprehensive research and analysis specifically aimed at identifying and mitigating potential support strategically leveraging the power of Artificial Intelligence (AI) Artificial Intelligence for IT Operations (AIOps) enhanced visibility capabilities and sophisticated monitoring tools you will be instrumental in gathering critical insights into product performance and customer experiences with a direct focus on identifying opportunities to reduce support volume and improve resolution times. This datadriven intelligence will enable you to proactively identify potential gaps that lead to support issues and translate these findings into tangible and impactful product innovations focused on supportability overseeing their thorough and effective execution throughout the product development lifecycle. Embracing a datadriven philosophy with a strong emphasis on the meticulous application of relevant metrics to guide strategic decisionmaking related to support impact is absolutely paramount to success in this role.

This is a handson product role that combines deep technical understanding of Prisma Access a deep understanding of support operations and a bias toward execution. Experience working directly with support tooling (e.g. diagnostics observability platforms runbooks case management systems internal agent tools) is essential. Youll work across engineering support and AI/ML teams to build capabilities that reduce case volume improve observability specifically for support purposes and enable faster more scalable customer outcomes.

Your dedication to these key areas will be fundamental in maintaining and elevating the reputation and reliability of Prisma Access solutions within the market specifically through a lens of exceptional supportability.

Your Impact

• Own the Supportability roadmap for your product areadrive root cause elimination proactive issue detection and enhancements that reduce friction for both customers and support engineers.

• Build and evolve the AI Copilot experience for both customers and TSEs integrating diagnostics knowledge and automation to reduce Time to Resolve.

• Analyze case trends and engineering escalations to identify patterns prioritize fixes and influence the product backlog.

• Partner with Engineering and Support to enhance observability develop automated signatures and design tools that accelerate issue isolation and resolution.

• Collaborate with support teams to reengineer processes improve documentation and deliver tooling that enables TSEs to resolve issues faster.

Qualifications :

Your Experience 

• Education: BS/MS in Computer Science or other engineering/technical field preferred.

• Professional Background: 710 years of experience in Product Management Support Engineering or Technical Program roles with strong product ownership.

• Technical Expertise:

  • Strong technical acumen; able to understand complex product architectures and drive diagnostic or observability improvements with Engineering.

Direct experience working with support tools and systemssuch as diagnostics platforms observability tools case management systems agent assist tooling and runbooks.

• Experience building or working with AI/MLdriven products or support tools

• Product Lifecycle & Innovation:

  • Proven ability to drive change crossfunctionally and make decisions grounded in data and user impact.

  • Comfortable balancing longterm supportability with nearterm execution.

  • Strong desire to own the entire product lifecycle.

  • A drive to create novel and disruptive solutions leveraging advanced AI.

  • Handson approach with a keen interest in emerging technologies.

• Communication & Interpersonal Skills:

  • Excellent written and verbal communication abilities.

  • Strong presentation skills.

  • Effective interpersonal skills and a collaborative team spirit.

Achievements: Demonstrable history of successful accomplishments.

Additional Information :

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for nonsales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $166000 $268500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at  .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship: Yes