Senior Product Manager, AI Copilot for Enterprise Security

Palo Alto Networks, Inc.; Santa Clara (CA); On-site; USD 149,000 - 241,000; 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 case-management integrations to feedback loops with engineers who use the product daily.

You will operate at the intersection of Product, Engineering, Support Operations, and frontline power users, ensuring Copilot solves real problems as it scales across teams and

Qualifications

• BS/MS or equivalent experience required.
• GenAI & LLM workflows with familiarity in RAG, vector databases, retrieval, prompt engineering, agent orchestration & design.
• Cybersecurity domain familiarity with core enterprise security concepts (firewalls, VPNs, cloud security).
• Execution excellence with track record of turning ambiguity into tangible product requirements and shipped features.
• User-centered approach with frontline users to gather feedback and shape product direction.
• Platform familiarity with case-management/CRM platforms (e.g., Salesforce) and enterprise workflow tools.
• Analytical skills to prioritize work using data and identify product gaps.
• Enablement strategy to accelerate agent activation via better docs, tooling, processes and training.
• Strong communication skills bridging technical and business audiences.
• AI evaluation & benchmarking designing rigorous evaluation frameworks to ensure accuracy.

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 workflows into core case-management systems (e.g., Salesforce) with Engineering and IT.
• Gather feedback from power users and experts to identify unmet needs and surface priorities.
• Establish processes for AI evaluation, feedback loops and data labeling to improve model efficacy.
• Translate AI performance metrics into prioritized product requirements and roadmaps.
• Partner with Engineering, Design, Support Operations and Analytics to ship AI features and measure impact on case outcomes.
• Define and track success metrics for AI adoption, resolution accuracy and case outcomes.
• Define AI guardrails, safety protocols and trust metrics to ensure autonomous actions are accurate and compliant.

Skills

GenAI & LLM

Cybersecurity Domain

Execution Excellence

User-Centered Approach

Platform Familiarity

Analytical Skills

Enablement Strategy

Communication

AI Evaluation & Benchmarking

Education

BS/MS or equivalent

Tools

Salesforce

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 case-management integrations to feedback loops with engineers who use the product daily.

You will operate at the intersection of Product, Engineering, Support Operations, and frontline power users, ensuring Copilot solves real problems as it scales across teams and