Product Success Technical Director

ServiceNow•Waltham, MA

2d•$199,100 - $348,400•Hybrid

About The Position

This role is an individual contributor position within the AI Adoption Engineering team, which serves as the delivery engine for ServiceNow's AI investments, turning them into customer outcomes. The team is responsible for resolving complex agentic AI escalations and stabilizing at-risk go-lives. 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 architecture consulting, operating at the intersection of demanding customer situations, platform capabilities, and field learnings. This role requires a senior, customer-credible technical leader who can manage crises, make real-time architectural decisions, elevate the team's technical standards, and remain hands-on in debugging production agentic systems.

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

Front and resolve the most complex, highest-visibility agentic AI escalations across the install base, owning 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 when confidence in an AI deployment is on the line.
Design and validate agentic solution architectures spanning 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 the best-practice patterns that de-risk agentic adoption before problems reach production.
Set the architectural direction for how we deliver reliable, governable agentic AI at enterprise scale.
Set the technical bar for the team's escalation and architecture work, and mentor engineers toward that bar.
Codify reusable escalation playbooks, reference architectures, and diagnostic tooling so hard-won solutions become repeatable capability, not tribal knowledge.
Raise team standards for reliability, reuse, and executive-grade communication.
Act as a strategic conduit between field escalations and Product/Engineering.
Convert escalation patterns and architecture gaps into structured, prioritized input that hardens agentic capabilities before they become the next escalation.
Partner with Product and Engineering to stress-test emerging capabilities and shape roadmap where reliability and governance are decisive for adoption.