Product Success Technical Director

ServiceNow•San Diego, CA

5d•$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 for enterprises moving agentic AI from demos to production, addressing challenges in reliability, orchestration, grounding, and governance during go-live phases. The Product Success Technical Director acts as the senior technical authority for agentic escalations and architecture consulting, bridging customer situations, platform capabilities, and field learnings to ensure AI adoption success. The 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

Seasoned technical architect and escalation leader who stays calm under fire.
Ability to build trust with customer executives quickly.
Ability to cut to root cause fast.
Ability to turn 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 you through expertise and execution rather than authority.
Root-cause diagnosis and resolution of complex, production agentic AI systems.
Designing resilient agentic architectures (LLM integration, RAG, multi-agent orchestration, guardrails, and governance).
Executive communication and trust-rebuilding during high-stakes escalations.
Codifying escalation playbooks, reference architectures, and diagnostic tooling that scale beyond any one person.
Coaching and elevating technical teams.

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.