Principal Product Manager (SASE Agent Support)

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 in their SASE product strategy. The role focuses on reducing support issues, leveraging AI for diagnostics, and collaborating with cross-functional teams to drive product excellence. Ideal candidates will have a strong technical background and extensive experience in product management and support tools.

Qualifications

• 7-10 years in Product Management or Technical Program roles.
• Experience with AI/ML-driven products.
• Strong technical understanding of SASE and Endpoint Agents.

Responsibilities

• Own the Supportability roadmap and drive issue detection.
• Build AI Co-pilot experience to reduce Time to Resolve.
• Analyze case trends to prioritize fixes and influence product backlog.

Skills

Technical acumen

Communication skills

Interpersonal skills

Education

BS/MS in Computer Science or engineering/technical field

Tools

Diagnostics platforms

Observability tools

Case management systems

Agent assist tooling

Runbooks

Job description

Job Description

Your Career

We’re transforming how we deliver support by embedding supportability into the core of our SASE 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 SASE Agent across Prisma SASE & NGFW 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 SASE, a deep understanding of Endpoint Agents, 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 SASE 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.

Qualifications:
Qualifications

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

• Experience in building, deploying & supporting endpoint Agents (VPNs, XDR, DLP Agents)

• 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.

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 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.

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