Senior Staff Product Success Architect

ServiceNow•San Diego, CA

2d•$171,900 - $300,800

About The Position

The GAIL (Get AI Live) program deploys engineers into strategic customer engagements to drive AI adoption and measurable value realization. The GAIL Team provides the institutional knowledge, tooling, and senior expertise that support these engagements and rotating engineers. This role sets the strategic direction for how the program scales, leads its most complex engagements and escalations, and builds infrastructure and knowledge systems to increase capability across the practice. It combines hands-on technical delivery with program strategy.

Requirements

At least 8 years of software engineering experience, with substantial experience in enterprise product work and hands-on customer or field delivery.
Expert-level coding ability in JavaScript and at least one additional language, such as Java, Python, or an equivalent language.
A track record of shipping and scaling production systems.
Deep experience deploying and integrating AI features and generative AI models, including Now Assist, AI Agents, or equivalent platforms, across multiple customer environments and deployment patterns.
Strong judgment in prompt engineering and non-deterministic model behavior, including advising on reliability, production readiness, and edge cases.
A strategic approach to standards, tooling, and scalability, balancing pragmatism with long-term program health.
Experience building, owning, and scaling shared infrastructure and platforms used by multiple teams.
Strong mentoring and coaching skills.
Excellent communication with technical and non-technical audiences, including customer executives and internal leadership.
Ability to influence and drive program- or organization-level change without formal authority.

Responsibilities

Own the most complex and escalated GAIL and Go-Live Support engagements, including large-scale enterprise deployments, acquisition integrations, and high-stakes go-lives.
Set the strategic direction for GAIL tooling and infrastructure, define future capabilities, and own the roadmap to build them.
Own and evolve the GAIL playbook and quality standards across the practice.
Identify patterns in engagement failure modes, complexity, and escalations, and translate them into playbook changes and tooling investments.
Mentor and develop GAIL Team engineers and high-potential rotators.
Partner with product, engineering leadership, and customer success to turn field insights into product and program improvements.
Represent the program in strategic customer conversations and executive engagements.