Sr. Product Manager, Global Customer Support

Job 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.

Our Approach to Work

We lead with personalization and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office with some flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate on the industry’s best cybersecurity solutions together!

As a Sr. Product Manager for Global Customer Support in IT, you will be instrumental in evolving our Customer support portal (CSP) for customer asset and licensing engagement. The CSP is our single point of engagement for our customers to manage their portfolio with PAN, this includes licenses, accounts, access and coverage/usage. You will be responsible for innovating and building infrastructure that is critical to the success of our CSP cloud-based offerings.

You’ll play a key role in disrupting the security industry and fundamentally changing how customers seamlessly access our security technology, resulting in a more secure digital environment.

In addition to your own creativity, you will rely on interaction with customers and partners to understand the requirements and needs that they face in their environments on a day-to-day basis. You’ll deliver product functionality for service providers that matches the level of innovation found throughout our organization. You think about products differently, facing difficult challenges, and innovating solutions never created before.

You will be involved through all stages of the life cycle: conception, definition, development, release, and post-release activities.

• Collaborating with Product, GCS operations, strategy, and IT teams to build product-related sales and marketing materials
  -enthusiastically endorse the products and product strategy both internally and externally
• Define and deliver critical components of our infrastructure
• Work closely with all cross-functional teams to build and deliver CSP services
• Understand and write product requirements for CSP in coordination with peer product managers
• Understand how all our security products work and identify what is needed for them to be successful in the cloud environment
• Develop creative features in support of a product strategy to address emerging needs
• Develop product roadmaps and services for supporting evolving PAN product and customer needs
• Market and customer analysis, requirements development, business case, collateral, pricing, product strategy, and product positioning
• Able to effectively communicate with all invested areas of the organization, from engineering to sales
• Willingness to travel to further customer engagement and relationship development
• Anticipates future needs and works to get ahead of potential client needs or requirements
• Feature prioritization and tradeoff decision-making

• Domain expertise in IT, customer support, and license and activation
• Hands‑on nature with a strong interest in technology products
• Strong initiative and ability to work independently with limited direction
• Experience in IT Product Management
• Minimum 8+ years of product management or equivalent experience
• Previous experience in ownership of full product life
• Deep technical competence in product…