Principal Product Manager (Prisma Access/SASE Support PM Leader)

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

We’re transforming how we deliver support by embedding supportability into the core of our Prisma Access 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 Prisma Access 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 Prisma Access, a deep understanding of 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 Access 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, pro