Sr. Product Manager (Support Copilot)

Socket.dev; California (MO); 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 deeper case-management 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 across teams while

Qualifications

• BS/MS or equivalent experience required.
• 6-8+ years in Product Management, AI-driven or enterprise software.
• Hands-on GenAI/LLM concepts (RAG, vector databases, retrieval, prompt engineering).
• Familiarity with core enterprise security concepts (firewalls, VPNs, cloud security).
• Experience partnering with frontline users to shape product direction.
• Comfort with Salesforce and enterprise workflow tools.
• Strong data-driven prioritization and gap identification.
• Experience accelerating agent activation via docs, tooling, training.
• Excellent written and verbal communication.
• Experience designing evaluation frameworks to measure model performance and reduce hallucinations.

Responsibilities

• Own end-to-end delivery for a portfolio of Support Copilot and agentic troubleshooting 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 inline Workflows).
• Build cadence with power users and SMEs to gather feedback on AI performance and surface unmet needs.
• Establish a systematic process for AI evaluation, feedback loops, and data labeling to identify product gaps.
• Translate qualitative and quantitative AI performance metrics into clear, 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 agent actions are accurate and user-centric.

Skills

GenAI & LLM workflows

Product management

Analytical skills

Communication

Platform familiarity (CRM)

User-centered approach

Execution excellence

AI evaluation & benchmarking

Cybersecurity domain

Data-driven decisions

Education

BS/MS or equivalent experience

Tools

Salesforce

Salesforce Service Console

Job description

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting‑edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real‑world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real‑time problem‑solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

Palo Alto Networks is seeking a Senior Product Manager to help 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 product 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 solving real problems as it scales to more teams and use cases.

The Team

The AI Experiences & Transformation team is responsible for scaling Copilot and Agentic capabilities across Palo Alto Networks. We focus not only on innovation, but on operationalizing AI at enterprise scale. This role helps ensure Support Copilot continues to solve real engineer problems as it grows across products and support teams.

Your Impact

• Own end‑to‑end delivery for a portfolio of Support Copilot and agentic troubleshooting initiatives, from requirements through AI model optimization, launch, and adoption.
• Lead the integration of Support Copilot and agentic workflows into core case‑management systems (e.g., inline Salesforce Service Console workflows), partnering with Engineering and IT.
• Build a regular cadence with power users and subject‑matter experts to gather feedback on AI performance, validate priorities, and surface unmet needs.
• Establish a systematic process for AI evaluation, feedback loops, and data labeling to identify product gaps and continuously improve model efficacy.
• Translate qualitative and quantitative AI performance metrics into clear, prioritized product requirements and roadmaps.
• Partner cross‑functionally with Engineering, Design, Support Operations, and Analytics to ship AI features and measure their impact on case outcomes and TTR.
• Define and track success metrics for AI adoption, resolution accuracy, and case outcomes.
• Define AI guardrails, safety protocols, and trust metrics to ensure autonomous agent actions are accurate, compliant, and user‑centric.

Qualifications

Your Experience

• Education: BS/MS or equivalent experience required
• Product Management Experience: 6-8+ years in Product Management experience, ideally within AI‑driven products, enterprise software, or support tooling.
• GenAI & LLM Workflows: Hands‑on experience or strong familiarity with modern GenAI/LLM concepts (e.g., RAG, vector databases, retrieval, prompt engineering, agent orchestration & design)
• Cybersecurity Domain: Familiarity with core enterprise network security concepts (e.g., firewalls, VPNs, cloud security)
• Execution Excellence: Track record of turning ambiguous problems into clear product requirements and shipped features
• User‑Centered Approach: Experience partnering directly with frontline users (Global customer services, enterprise customers or similar) to gather feedback and shape product direction
• Platform Familiarity: Comfort working with case‑management or CRM platforms (e.g., Salesforce) and enterprise workflow tools
• Analytical Skills: Strong ability to use data to prioritize work and identify product gaps
• Enablement Strategy: Experience in accelerating support agent activation and efficiency through enhancements in documentation, tooling, process reengineering, and training consumers on success stories to drive adoption.
• Communication: Excellent written and verbal communication skills, with the ability to bridge technical and business audiences
• AI Evaluation & Benchmarking: Designed and managed rigorous evaluation frameworks to measure model performance, optimize precision/recall, and minimize hallucination risks, ensuring AI‑generated solutions meet enterprise‑grade accuracy standards.

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/com‑missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$148,700.00 - $240,525.00/yr

Our Commitment

We’re trailblazers that dream big, 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