Senior Staff Product Success Architect

ServiceNow•San Diego, CA

3d•$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 supports engagements and rotating engineers. In this role, you set the program’s strategic direction, lead its most complex engagements and escalations, and build the infrastructure and knowledge systems that increase capability across the practice. The position combines technical delivery with program strategy, leading complex deployments while shaping how the program scales to address more challenging problems and serve more customers.

Requirements

At least 8 years of software engineering experience, with substantial depth in enterprise product work and hands-on customer or field delivery.
Expert-level coding ability in JavaScript and one or more additional languages, such as Java or Python, with a track record of shipping and scaling production systems.
Deep experience deploying and integrating AI features and GenAI models, including Now Assist, AI Agents, or equivalent platforms, across multiple customer environments and deployment patterns.
Strong judgment regarding prompt engineering and non-deterministic model behavior, including advising on reliability, production readiness, and edge cases.
Strategic judgment about standards, tooling, and scalability, balancing pragmatism with long-term program health.
Proven ability to build, own, and scale shared infrastructure and platforms used by multiple teams.
Strong mentoring and coaching capability.
Excellent communication and presence with technical and non-technical audiences, including customer executives and internal leadership.
Ability to influence and drive change at a program or organizational level without formal authority.

Responsibilities

Own the most complex, 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 needed capabilities, and own the roadmap for building 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 Team engineers and high-potential rotators.
Partner with product, engineering leadership, and customer success to turn field feedback into product and program improvements.
Represent the program in strategic customer conversations and executive engagements.