Staff Software Engineer, AI-Native Engineering - Flow

ServiceNow•San Diego, CA

5h•$149,800 - $262,200

About The Position

Flow by ServiceNow is a standalone conversational AI service desk with its own product and codebase. Employees can ask for help through Slack, Microsoft Teams, email, or a browser. Flow uses connected knowledge to answer questions, handle requests, and run published automations, with a person remaining in control of sensitive actions. As a Staff Software Engineer on AI-Native Engineering, you will set technical direction for the systems that make Flow intelligent, including the agent runtime, model-facing tools, prompt and context layers, retrieval, and evaluation. This hands-on role includes making architectural decisions, raising engineering standards, and helping the team advance from AI-assisted development to AI-native delivery. The position leads complex product work from architecture through production operations, builds AI-native capabilities with reliability and governance, and establishes how AI is used throughout the development lifecycle. You will mentor engineers, partner across product, UX, and engineering, and own production quality for your area.

Requirements

At least 8 years of software engineering experience, with a track record of technical leadership at staff level or equivalent.
Current hands-on fluency with AI-assisted and agentic development, and the ability to critically assess where these tools help and where they do not.
Strong proficiency in TypeScript or another statically typed language, and solid system design skills.
Hands-on experience building or integrating LLM-based features, including prompt design, retrieval or context management, evaluation, and cost/latency tradeoffs.
Working knowledge of agentic architectures, including tool use, orchestration, and human-in-the-loop controls.
Clear written and verbal communication, including the ability to brief senior leaders and align multiple teams.
Familiarity with enterprise SaaS, multi-tenant systems, and secure, compliant software delivery.

Responsibilities

Lead the design and delivery of complex, cross-functional product features from architecture through production operations.
Build AI-native capabilities, including agent loops and tools, prompt and context design, grounded and cited retrieval, and evaluation harnesses, with reliability and governance built in.
Define and drive the use of AI across development, including code generation, test automation, review, triage, and documentation; measure impact and share effective practices.
Mentor senior and mid-level engineers and set standards for code quality, observability, and safe AI usage.
Partner with product, UX, and engineering leads to turn ambiguous problems into scoped, shippable plans.
Own production quality for the area, including defect triage, release readiness, and gate reviews.