Product Success Technical Director

Join ServiceNow as a Product Success Technical Director in AI Adoption Engineering. In this individual contributor role, you will be the senior technical authority for agentic escalations and architecture consulting. You will front and resolve the most complex, highest-visibility agentic AI escalations, provide consulting-grade technical architecture, elevate team technical excellence, and close the loop to product. Your success will be measured by customer impact, team growth, reusable value, product influence, and being a trusted technical advisor.

• Own the hardest agentic escalations, front and resolve the most complex, highest-visibility agentic AI escalations across the install base.
• Design and validate agentic solution architectures spanning Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG and knowledge grounding.
• Set the technical bar for the team's escalation and architecture work, and mentor engineers toward that bar.

• You are a seasoned technical architect and escalation leader who stays calm under fire
• You build trust with customer executives quickly, cut to root cause fast, and turn ambiguous, high-pressure situations into stabilized outcomes and reusable assets
• You are deeply fluent in both the ServiceNow platform and modern agentic AI, and you elevate the people around you through expertise and execution rather than authority
• Your strengths include:
• Executive communication and trust-rebuilding during high-stakes escalations
• Codifying escalation playbooks, reference architectures, and diagnostic tooling that scale beyond any one person
• Root-cause diagnosis and resolution of complex, production agentic AI systems
• Designing resilient agentic architectures (LLM integration, RAG, multi-agent orchestration, guardrails, and governance)
• Coaching and elevating technical teams
• You embody ServiceNow values