Palo Alto Major Account Manager 

United States, New York, New York 

538705860

Being the cybersecurity partner of choice, protecting our digital way of life.

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 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, 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.

Your Experience

• Education: BS/MS in Computer Science or other engineering/technical field preferred.

• 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

• Product Lifecycle & Innovation:

  • 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.

• Communication & Interpersonal Skills:

  • Excellent written and verbal communication abilities.

  • Strong presentation skills.

  • Effective interpersonal skills and a collaborative team spirit.

Achievements: Demonstrable history of successful accomplishments.

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/commissioned roles) is expected to be between $166,000 - $268,500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.