Sr Staff Forward Deployed Engineer - Flow

ServiceNow•San Diego, CA

6h•$171,900 - $300,800

About The Position

The Senior Staff Forward Deployed Solutions Engineer is the most senior technical authority for Flow customers, guiding strategic and enterprise accounts from initial demonstrations and trials through long-term adoption and expansion. The role leads complex customer deployments, architects solutions that extend beyond current product capabilities, and translates field learnings into product strategy. It combines hands-on technical implementation, strategic customer partnership, and cross-functional leadership, while setting standards, developing repeatable playbooks, and mentoring other engineers. Flow is an AI-native conversational experience for natural-language automation and enterprise service management. This role helps define how ServiceNow deploys Flow in the field and influences its product roadmap, architecture, positioning, packaging, and pricing. The work spans customer solution architecture and implementation, adoption and success, product influence, and support and reliability across multiple strategic accounts.

Requirements

10+ years in customer-facing technical roles such as forward deployed, solutions, or implementation engineering in enterprise software, including leading strategic, multi-system deployments.
Hands-on experience with REST APIs, scripting, automations, and webhooks, including designing integration architectures and debugging them in depth.
Expertise in single sign-on and identity architectures, including SAML, OAuth, Okta, and Entra ID, as well as enterprise security and compliance requirements.
Extensive experience with enterprise service management or collaboration platforms such as ServiceNow, Jira, Slack, or Microsoft Teams.
Strong understanding of AI and workflow automation, including prompt design, retrieval-augmented approaches, and evaluation of AI answer quality and accuracy.
Ability to communicate and influence across technical and executive audiences, from system administrators and security engineers to IT directors and executives.
Ability to connect customer outcomes to broader IT and operations strategy and ServiceNow’s plans.
Track record of technical leadership and mentorship, and of influencing product direction and cross-functional teams without direct authority.

Nice To Haves

Experience with service desk offerings.
Experience with AI-native or cloud-native enterprise products.
Background in product-led growth or consumption-priced software.
Experience building an onboarding or implementation motion, playbooks, or a forward deployed function from scratch.
Startup experience is helpful but not required.

Responsibilities

Lead technical design and delivery for strategic enterprise deployments, including SSO and identity architecture, multi-system integrations, and security and compliance reviews with customer IT and security leaders.
Architect and build production-grade automations and workflows using Flow’s natural-language builder and enterprise tools such as Okta, Microsoft Teams, Slack, Jira, Workday, Zoom, Microsoft 365, and ServiceNow.
Design knowledge and retrieval strategies across enterprise document sources to support accurate, sourced AI answers at scale.
Develop and document scalable workarounds for product gaps, converting them into reusable patterns, reference architectures, and product capabilities.
Lead proofs of concept and strategic evaluations with sales and executive stakeholders to demonstrate value and win competitive engagements.
Define and improve onboarding and implementation so customers can configure Flow quickly and reach production in one day.
Advise customer IT directors and executives on aligning Flow with their IT and operations strategy and ServiceNow’s plans.
Use Flow analytics to build business cases, demonstrate value, drive adoption, and expand customers from initial use cases to broader service desk use.
Own health and adoption outcomes across multiple accounts, identifying risks and driving executive-level resolution.
Translate customer patterns into product requirements and strategy, partnering with product management and engineering to prioritize and deliver them.
Represent the customer in roadmap, architecture, and go-to-market discussions, shaping Flow’s positioning, packaging, and pricing.
Establish technical standards, playbooks, and tooling for the forward deployed function and scale them across teams.
Mentor and coach IC3 and IC4 solutions engineers and serve as an escalation point for difficult issues.
Serve as the final technical escalation for critical customer issues, diagnose root causes, and drive durable resolutions.
Reproduce bugs, isolate root causes, and work with core engineers to resolve issues, including systemic issues affecting multiple customers.
Use Flow health, audit, and activity logs to diagnose complex issues and outages, and define monitoring and triage practices to improve reliability.