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

Palo Alto Networks; Santa Clara (CA); On-site; USD 166,000 - 269,000; Full time

Job summary

Palo Alto Networks seeks a Support Product Manager to enhance supportability for Prisma Access. This role involves reducing support issues through AI-driven diagnostics and collaborating with cross-functional teams to improve product excellence. Ideal candidates will have a strong technical background and experience in product management.

Benefits

FLEXBenefits wellbeing spending account

Mental and financial health resources

Personalized learning opportunities

Qualifications

• 7–10 years of experience in Product Management or Support Engineering.
• Experience with AI/ML-driven products or support tools.
• Proven ability to drive change cross-functionally.

Responsibilities

• Own the Supportability roadmap for product area.
• Analyze case trends to identify patterns and prioritize fixes.
• Collaborate with support teams to improve documentation.

Skills

Technical acumen

Communication

Collaboration

Education

BS/MS in Computer Science or other engineering/technical field

Tools

Diagnostics platforms

Observability tools

Case management systems

Job 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.

**Who We Are**

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

**Your Career**

We’re 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 AI-powered 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 cross-functional 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 challenges.By 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 data-driven 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 data-driven philosophy, with a strong emphasis on the meticulous application of relevant metrics to guide strategic decision-making related to support impact, is absolutely paramount to success in this role.

This is a hands-on 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. You’ll 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 area—drive root cause elimination, proactive issue detection, and enhancements that reduce friction for both customers and support engineers.

+ Build and evolve the AI Co-pilot 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.

**Your Experience**

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

+ Professional Background: 7–10 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 systems—such as diagnostics platforms, observability tools, case management systems, agent assist tooling, and runbooks.

+ Experience building or working with AI/ML-driven products or support tools

+ Product Lifecycle & Innovation:

+ Proven ability to drive change cross-functionally and make decisions grounded in data and user impact.

+ Comfortable balancing long-term supportability with near-term execution.

+ Strong desire to own the entire product lifecycle.

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

+ Hands-on 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.

**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 non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $166,000 - $268,500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here (http://benefits.paloaltonetworks.com/) .

**Our Commitment**

We’re problem solvers that 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 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 [e-mail] .

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