Sr. Product Manager (Support Copilot)
Core
Lead product strategy and execution for Support Copilot, an AI-powered assistant for technical support engineers and customers, focusing on case-management integrations and agentic troubleshooting workflows.
Role type
Senior Product Manager (AI/GenAI)
Builds
AI-powered support assistant features and agentic workflows integrated into enterprise case-management systems
Domain
Cybersecurity / Enterprise Support / Generative AI
Deliverable
production ML models | product features
Required skills
Product management (6-8+ years), GenAI/LLM workflows (RAG, vector DBs, prompt engineering, agent orchestration), AI evaluation & benchmarking, cybersecurity domain knowledge, platform familiarity (Salesforce/CRM), analytical skills, enablement strategy
Preferred skills
Experience with AI-driven products, enterprise software, or support tooling
Technologies
Salesforce, vector databases, RAG, LLMs
Responsibilities
Own end-to-end delivery of Support Copilot initiatives from requirements to launch; Lead integration of AI workflows into core case-management systems; Build feedback loops with power users and SMEs; Establish systematic processes for AI evaluation and data labeling; Translate AI metrics into prioritized roadmaps; Partner cross-functionally to ship AI features and measure impact; Define AI guardrails and trust metrics
Seniority
Senior, hands-on IC
