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

Your CareerWe’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 ImpactOwn 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.