Senior Product Manager — AI Support Copilot

Palo Alto Networks; California (MO); On-site; USD 149,000 - 241,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Product Manager to lead product 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 engineers who use the product daily.

You will operate at the intersection of Product, Engineering, Support Operations, and frontline power users, ensuring Support Copilot scales to

Qualifications

• Education: BS/MS or equivalent experience required.
• 6–8+ years in Product Management, AI-driven or enterprise software experience.
• GenAI/LLM concepts and workflows familiarity.
• Cybersecurity domain knowledge of enterprise security concepts.
• Proven ability to translate problems into product requirements.
• Experience partnering with frontline users to shape product direction.
• Comfort with enterprise CRM platforms and workflows.
• Strong data-driven prioritization and gap analysis.
• Ability to drive adoption through enablement and documentation.

Responsibilities

• Own end-to-end delivery for a portfolio of AI-driven initiatives across Copilot and related workflows.
• Integrate Copilot into core case-management systems (e.g., Salesforce) with Engineering and IT.
• Gather feedback from power users and SMEs to prioritize improvements.
• Establish AI evaluation loops and data labeling for product gaps.
• Translate AI performance metrics into actionable product requirements and roadmaps.
• Collaborate with Engineering, Design, Support Ops, and Analytics to ship AI features.
• Define success metrics for AI adoption, accuracy, and case outcomes.
• Define guardrails, safety protocols, and trust metrics for autonomous actions.

Skills

Product management

GenAI & LLM

Cybersecurity domain

Execution excellence

User-centered design

CRM systems (Salesforce)

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 product 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 engineers who use the product daily.

You will operate at the intersection of Product, Engineering, Support Operations, and frontline power users, ensuring Support Copilot scales to