Product Success Technical Director

ServiceNow•San Diego, CA

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, bridging the gap between agentic AI and production reality by stabilizing at-risk go-lives, hardening deployments, and transforming field learnings into scalable, reusable 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 the field patterns critical for AI adoption success. This position is designed for a senior, customer-credible technical leader who can manage crises, make real-time architectural decisions, elevate the team's technical expertise, and remain hands-on in debugging production agentic systems.

Requirements

Seasoned technical architect and escalation leader who stays calm under fire.
Ability to build trust with customer executives quickly.
Skill in cutting to root cause fast and turning ambiguous, high-pressure situations into stabilized outcomes and reusable assets.
Deep fluency in both the ServiceNow platform and modern agentic AI.
Ability to elevate people around them through expertise and execution rather than authority.
Strengths in root-cause diagnosis and resolution of complex, production agentic AI systems.
Experience designing resilient agentic architectures (LLM integration, RAG, multi-agent orchestration, guardrails, and governance).
Experience with executive communication and trust-rebuilding during high-stakes escalations.
Experience codifying escalation playbooks, reference architectures, and diagnostic tooling that scale.
Experience coaching and elevating technical teams.

Responsibilities

Own and resolve the most complex, highest-visibility agentic AI escalations across the install base, driving 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 critical AI deployment situations.
Provide consulting-grade technical architecture design and validation for agentic solutions, 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 issues 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 to transform solutions into repeatable capabilities.
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 to harden agentic capabilities.
Partner with Product and Engineering to stress-test emerging capabilities and shape the roadmap based on reliability and governance needs for adoption.