Senior Software Engineer

ServiceNow•Santa Clara, CA

10h•$143,200 - $243,400•Hybrid

About The Position

We are seeking a Senior Software Engineer. This is a mid-level engineer position who independently designs, builds, tests, and maintains cloud-native and AI-native software components with limited supervision. The IC3 engineer takes ownership of medium-complexity features or components, works across the full development lifecycle from design through production support, and begins to mentor junior engineers. They combine solid software engineering fundamentals with growing expertise in AI/ML integration, ServiceNow platform development, and production systems. This role requires the ability to balance technical depth with broader team needs, communicate clearly with teammates and customers, and take initiative in improving code quality and product reliability.

Requirements

5+ years of software development experience with a Bachelor's degree; OR 3+ years with a Master's degree; OR a PhD without experience; OR equivalent work experience.
1+ years of hands-on experience with LLM prompt engineering, AI/ML API integration, or similar AI-native development
1+ years of hands-on experience developing applications or customizations on the ServiceNow platform
Strong proficiency in Python, Java, or JavaScript; growing proficiency across multiple languages
Solid understanding of JavaScript/GlideScript and ServiceNow platform APIs and data models
Experience with cloud platforms (AWS/GCP/Azure) and basic familiarity with managed AI services
Solid understanding of relational and NoSQL databases; familiarity with vector databases is a plus
Experience with RESTful APIs, microservices architecture, and modern backend frameworks
Understanding of software testing practices; ability to write effective unit and integration tests
Familiarity with CI/CD pipelines and automated testing frameworks
Experience with version control systems and collaborative development workflows
Strong problem-solving skills and ability to debug complex issues
Good communication skills; ability to explain technical concepts to both technical and non-technical audiences
Experience with Agile and Scrum development methodologies
Demonstrated ability to take ownership of features and deliver them successfully

Nice To Haves

Experience working with customers or in support-facing roles is a plus
Familiarity with LLM orchestration frameworks (LangChain, LlamaIndex) or vector databases is a plus
Understanding of AI/ML evaluation practices and responsible AI principles

Responsibilities

Design, develop, test, and maintain AI-native software features and backend services with limited supervision
Take full ownership of medium-complexity features from design through deployment and production support
Contribute to technical specifications, implementation plans, prompt design, agent logic, and retrieval workflows
Build comprehensive unit tests, integration tests, and basic evaluation checks for AI features
Troubleshoot software defects, integration issues, and AI behavior problems in development and production environments
Follow secure coding practices, including responsible handling of prompts, customer data, privacy, and AI safety guardrails
Work with cloud services, APIs, containers, and CI/CD pipelines to support reliable delivery of software
Proactively identify and fix technical debt in code you maintain; suggest improvements to teammates
Design and develop features and customizations on the ServiceNow platform independently
Architect ServiceNow workflows, business rules, and automations; implement client and server-side JavaScript/GlideScript
Design data models, forms, dashboards, and reports for ServiceNow applications; optimize database queries
Integrate third-party AI/ML services and custom APIs with ServiceNow; build REST integrations and webhooks
Maintain and extend ServiceNow plugins and apps; follow platform best practices and architectural patterns
Participate in ServiceNow platform upgrades and manage feature compatibility with platform updates
Support customer implementations and provide guidance on ServiceNow platform capabilities and configuration
Communicate clearly with team members, stakeholders, and cross-functional partners on technical topics
Provide regular updates on assigned work, risks, blockers, and delivery progress
Explain technical choices, implementation trade-offs, and AI limitations to technical and non-technical audiences
Participate actively in design discussions, code reviews, sprint planning, and retrospectives
Share knowledge with junior engineers through pair programming, code reviews, and informal mentoring
Work collaboratively with product, design, and other engineering teams; seek alignment on requirements
Communicate proactively about challenges and escalate issues appropriately
Review code from peers and provide practical feedback on maintainability, correctness, and test coverage
Support root cause analysis for customer-reported issues, including defects involving retrieval quality or model output behavior
Mentor junior engineers informally by sharing implementation guidance, debugging approaches, and good engineering practices
Participate in on-call support for assigned components; respond to production issues and customer escalations
Drive improvements to development tools, testing infrastructure, and deployment processes in your areas
Learn from production incidents and help establish practices to prevent recurrence
Engage with customers to understand and resolve complex technical issues
Participate in customer issue triage, investigation, and root cause analysis
Provide technical guidance to customers on application usage, configuration, and troubleshooting
Contribute to customer documentation, knowledge bases, and internal runbooks
Support critical customer escalations; own investigation and resolution of assigned issues
Gather customer feedback and communicate product improvement opportunities to product management
Help identify patterns in customer issues that could prevent future problems