Senior PM, AI-Driven Support Copilot

Palo Alto Networks; Santa Clara (CA); Hybrid; USD 153,000 - 248,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Product Manager to lead strategy and execution for Support Copilot, our AI-powered assistant for technical support engineers and customers. You will own key initiatives across the 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

Qualifications

• Education: BS/MS or equivalent experience required.
• 6-8+ years in Product Management, ideally AI-driven or enterprise software.
• Familiarity with GenAI/LLM concepts (RAG, vector DBs, prompts).
• Knowledge of cybersecurity fundamentals and enterprise workflows.

Responsibilities

• Own end-to-end delivery for a portfolio of Support Copilot initiatives from requirements through AI model optimization, launch and adoption.
• Lead integration of Support Copilot and agentic workflows into core case-management systems (e.g., Salesforce) with Engineering and IT.
• Build regular cadence with power users and SMEs to gather feedback, validate priorities and surface unmet needs.
• Establish AI evaluation, feedback loops, and data labeling to identify gaps and improve model efficacy.
• Translate AI performance metrics into prioritized product requirements and roadmaps.
• Partner across Engineering, Design, Support Operations and Analytics to ship AI features and measure impact on outcomes and TTR.
• Define and track success metrics for AI adoption and case outcomes.
• Define AI guardrails, safety protocols and trust metrics for accurate, compliant user-centric actions.

Skills

Product Management

GenAI & LLM

Cybersecurity domain

Analytical skills

Communication

User research

Data-driven prioritization

Education

BS/MS or equivalent

Tools

Salesforce

CRM tooling

Job description

Palo Alto Networks is seeking a Senior Product Manager to lead strategy and execution for Support Copilot, our AI-powered assistant for technical support engineers and customers. You will own key initiatives across the 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