Product Success Technical Director

About the role

This role is an individual contributor position within ServiceNow's AI Adoption Engineering team. The team delivers ServiceNow's AI investments into live, referenceable customer outcomes. The Product Success Technical Director – AI Adoption Engineering leads the front line for resolving the most complex agentic AI escalations across the install base.

Responsibilities

• Own the Hardest Agentic Escalations
• Front and resolve the most complex, highest-visibility agentic AI escalations across the install base, owning path-to-green for at-risk and RED go-lives.
• Lead cross-functional resolution efforts, aligning account teams, Product, and Engineering under a single technical plan.
• Serve as the calm, credible technical voice with customer executives when confidence in an AI deployment is on the line.
• Provide Consulting-Grade Technical Architecture Design and validate agentic solution architectures spanning Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG and knowledge grounding, integrations, and guardrails/governance via AI Control Tower.
• Advise customers and field teams on the best-practice patterns that de-risk agentic adoption before problems reach production.
• Set the architectural direction for how we deliver reliable, governable agentic AI at enterprise scale.
• Elevate Team Technical Excellence
• Set the technical bar for the team's escalation and architecture work, and mentor engineers toward that bar.
• Codify reusable escalation playbooks, reference architectures, and diagnostic tooling so hard-won solutions become repeatable capability, not tribal knowledge.
• Raise team standards for reliability, reuse, and executive-grade communication.
• Close the Loop to Product
• Partner with Product and Engineering to stress-test emerging capabilities and shape roadmap where reliability and governance are decisive for adoption.

Qualifications

• Seasoned technical architect and escalation leader who stays calm under fire.
• Built trust with customer executives quickly, cut to root cause fast, and turned ambiguous, high-pressure situations into stabilized outcomes and reusable assets.
• Deeply fluent in both the ServiceNow platform and modern agentic AI.
• Elevates the team's technical bar through expertise and execution rather than authority.
• Strengths in root-cause diagnosis and resolution of complex, production agentic AI systems, designing resilient agentic architectures, executive communication and trust-rebuilding during high-stakes escalations, codifying escalation playbooks, reference architectures, and diagnostic tooling that scale beyond any one person, coaching and elevating technical teams.

Pay

The base pay range for this role is $199,100 - $348,400, plus equity (when applicable), variable/incentive compensation and benefits. Please note that individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

Schedule

The role is full-time and requires a work persona of either Flexible or Remote.