Principal Product Manager – SASE Agent Support
| Company | Palo Alto Networks |
|---|---|
| Location | Santa Clara, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s, Master’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Education: BS/MS in Computer Science or other engineering/technical field preferred or equivalent military experience required
- Professional Background: 7–10 years of experience in Product Management, Support Engineering, or Technical Program roles with strong product ownership
- Technical Expertise: Strong technical acumen; able to understand complex product architectures and drive diagnostic or observability improvements with Engineering
- Direct experience working with support tools and systems—such as diagnostics platforms, observability tools, case management systems, agent assist tooling, and runbooks.
- Experience building or working with AI/ML-driven products or support tools
- Experience in building, deploying & supporting endpoint Agents (VPNs, XDR, DLP Agents)
- Proven ability to drive change cross-functionally and make decisions grounded in data and user impact
- Comfortable balancing long-term supportability with near-term execution.
- Strong desire to own the entire product lifecycle
- A drive to create novel and disruptive solutions leveraging advanced AI
- Hands-on approach with a keen interest in emerging technologies
- Excellent written and verbal communication abilities
- Strong presentation skills
- Effective interpersonal skills and a collaborative team spirit
- Demonstrable history of successful accomplishments
Responsibilities
- Own the Supportability roadmap for your product area—drive root cause elimination, proactive issue detection, and enhancements that reduce friction for both customers and support engineers
- Build and evolve the AI Co-pilot experience for both customers and TSEs, integrating diagnostics, knowledge, and automation to reduce Time to Resolve
- Analyze case trends and engineering escalations to identify patterns, prioritize fixes, and influence the product backlog
- Partner with Engineering and Support to enhance observability, develop automated signatures, and design tools that accelerate issue isolation and resolution
- Collaborate with support teams to reengineer processes, improve documentation, and deliver tooling that enables TSEs to resolve issues faster
Preferred Qualifications
- Experience building or working with AI/ML-driven products or support tools
- Experience in building, deploying & supporting endpoint Agents (VPNs, XDR, DLP Agents)