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Salary: USD 199,100 - 348,400 / annual
ServiceNow's AI Adoption Engineering team is the delivery engine turning agentic AI investments into live customer outcomes. As Product Success Technical Director, you will own the most complex, highest-visibility agentic AI escalations across the install base, serving as the senior technical authority and calm, credible voice when strategic customer deployments are at risk.
You will front and resolve complex escalations spanning reliability, orchestration, grounding, and governance—diagnosing root cause under pressure, making sound architectural decisions in real time, and restoring executive confidence. You'll design and validate agentic solution architectures across Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG and knowledge grounding, integrations, and guardrails via AI Control Tower. You'll advise customers and field teams on best-practice patterns that de-risk agentic adoption before problems reach production.
Beyond firefighting, you'll elevate team technical excellence by setting the bar for escalation and architecture work, mentoring engineers, and codifying reusable escalation playbooks, reference architectures, and diagnostic tooling so hard-won solutions become repeatable capability. You'll act as a strategic conduit between field escalations and Product/Engineering, converting escalation patterns and architecture gaps into structured input that hardens agentic capabilities and shapes roadmap priorities where reliability and governance are decisive for adoption.
Success means strategic customer engagements resulting in measurable outcomes and referenceable wins; AI Adoption Engineering team members demonstrating improved storytelling, customer fluency, and execution consistency; demos, frameworks, and patterns seeing broad adoption across field teams; customer-driven insights leading to platform improvements; and being viewed by customers, field teams, PM, and Engineering as a credible technical leader who bridges invention and adoption.
REQUIREMENTS:
- 15+ years in technical leadership spanning enterprise architecture, complex solution delivery, and/or customer-facing escalation resolution
- Deep, hands-on expertise architecting and troubleshooting production AI/agentic systems: LLM integration, RAG, multi-agent orchestration, prompt and guardrail design, and reliability/evaluation
- Demonstrated success owning and resolving high-severity, executive-visible customer escalations
- Strong executive presence with ability to rebuild customer trust and lead a room during a crisis
- Proven ability to influence without authority across Product, Engineering, field, and customer executive stakeholders
- Track record of turning complex engagements into reusable frameworks, playbooks, or reference architectures
PREFERRED:
- Deep ServiceNow platform expertise (Now Assist, AI Agents, Virtual Agent, Now Assist Skill Kit, AI Control Tower) or comparable enterprise SaaS depth
- Experience standing up or scaling an escalation, go-live, or technical SWAT function
- Familiarity with agentic governance, observability, and evaluation frameworks
- Multi-region or global delivery experience
