Product Success Technical Director

🕒 Yesterday

🏄 California – Remote

🏄 California – Remote

💵 $199.1k - $348.4k / year

⏰ Full Time

🔴 Lead

👔 Director

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Own and resolve the most complex, highest-visibility agentic AI escalations across the install base • Own path-to-green for at-risk and RED go-lives • Lead cross-functional resolution efforts across account teams, Product, and Engineering • Serve as the technical voice with customer executives during high-stakes escalations • Design and validate agentic solution architectures spanning Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG, knowledge grounding, integrations, and guardrails/governance via AI Control Tower • Advise customers and field teams on best-practice patterns that de-risk agentic adoption • Set architectural direction for reliable, governable agentic AI at enterprise scale • Set the technical bar for escalation and architecture work • Mentor engineers and raise standards for reliability, reuse, and executive-grade communication • Codify reusable escalation playbooks, reference architectures, and diagnostic tooling • Convert escalation patterns and architecture gaps into prioritized input for Product and Engineering • Partner with Product and Engineering to stress-test emerging capabilities and shape the roadmap • Deliver measurable customer outcomes, referenceable wins, reusable assets, and product improvements

🎯 Requirements

• Seasoned technical architect and escalation leader • Deep fluency in the ServiceNow platform and modern agentic AI • Root-cause diagnosis and resolution of complex, production agentic AI systems • Experience designing resilient agentic architectures, including LLM integration, RAG, multi-agent orchestration, guardrails, and governance • Executive communication and trust-rebuilding during high-stakes escalations • Ability to codify escalation playbooks, reference architectures, and diagnostic tooling • Ability to coach and elevate technical teams • Customer-credible technical leadership • Ability to debug agentic systems in production • Ability to lead cross-functional resolution efforts • Experience with Now Assist, AI Agents, Virtual Agent, integrations, and AI Control Tower • Ability to advise on best-practice patterns for enterprise agentic AI adoption

🏖️ Benefits

• Equity (when applicable) • Variable/incentive compensation • Health plans • Flexible spending accounts • 401(k) Plan with company match • ESPP • Matching donations • Flexible time away plan • Family leave programs • Flexible or remote work persona

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