Product Success Technical Director

ServiceNow•Waltham, MA

2d•Remote

About The Position

This role is an individual contributor position within the AI Adoption Engineering team, which serves as the delivery engine for turning ServiceNow's AI investments into live customer outcomes. The team is on the front line for resolving complex agentic AI escalations across the customer base, stabilizing at-risk go-lives, hardening deployments, and translating field learnings into scalable patterns. This role is crucial as enterprises move agentic AI into production, facing challenges in reliability, orchestration, grounding, and governance. The Product Success Technical Director is the senior technical authority for agentic escalations and the architecture consulting that prevents them, operating at the intersection of demanding customer situations, the platform's agentic capabilities, and field patterns for AI adoption.

Requirements

15+ years in technical leadership spanning enterprise architecture, complex solution delivery, and/or customer-facing escalation resolution.
Deep, hands-on expertise architecting and troubleshooting production AI/agentic systems: LLM integration, RAG, multi-agent orchestration, prompt and guardrail design, and reliability/evaluation.
Demonstrated success owning and resolving high-severity, executive-visible customer escalations.
Strong executive presence, with the ability to rebuild customer trust and lead a room during a crisis.
Proven ability to influence without authority across Product, Engineering, field, and customer executive stakeholders.
A track record of turning complex engagements into reusable frameworks, playbooks, or reference architectures.

Nice To Haves

Deep ServiceNow platform expertise (Now Assist, AI Agents, Virtual Agent, Now Assist Skill Kit, AI Control Tower) or comparable enterprise SaaS depth.
Experience standing up or scaling an escalation, go-live, or technical SWAT function.
Familiarity with agentic governance, observability, and evaluation frameworks.
Multi-region or global delivery experience.

Responsibilities

Own and resolve the most complex, highest-visibility agentic AI escalations across the install base, owning the path-to-green for at-risk and RED go-lives.
Lead cross-functional resolution efforts, aligning account teams, Product, and Engineering under a single technical plan.
Serve as the calm, credible technical voice with customer executives during high-stakes AI deployment situations.
Provide consulting-grade technical architecture design and validation for agentic solution architectures, including Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG and knowledge grounding, integrations, and guardrails/governance via AI Control Tower.
Advise customers and field teams on best-practice patterns to de-risk agentic adoption before problems reach production.
Set the architectural direction for delivering reliable, governable agentic AI at enterprise scale.
Set the technical bar for the team's escalation and architecture work, and mentor engineers.
Codify reusable escalation playbooks, reference architectures, and diagnostic tooling.
Raise team standards for reliability, reuse, and executive-grade communication.
Act as a strategic conduit between field escalations and Product/Engineering, converting escalation patterns and architecture gaps into structured input for product hardening.
Partner with Product and Engineering to stress-test emerging capabilities and shape the roadmap.