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Salary: USD 199,100 - 348,400 / annual
ServiceNow's AI Adoption Engineering team is the delivery engine turning the company's agentic AI investments into live, referenceable customer outcomes. This role is a senior individual contributor position focused on resolving the most complex agentic AI escalations across the install base, stabilizing at-risk go-lives, hardening deployments, and converting field learnings into reusable patterns.
As Product Success Technical Director, you will own the hardest agentic escalations—front-line resolution of complex, high-visibility production issues where strategic customers' AI deployments are at risk. You'll diagnose root causes, make sound architectural decisions under pressure, restore executive confidence, and drive customers to successful outcomes. You serve as the calm, credible technical voice with customer executives when confidence in an AI deployment is on the line.
You will provide consulting-grade technical architecture across Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG and knowledge grounding, integrations, and guardrails/governance via AI Control Tower. You'll advise customers and field teams on best-practice patterns that de-risk agentic adoption before problems reach production, and set the architectural direction for reliable, governable agentic AI at enterprise scale.
You will elevate team technical excellence by setting the bar for escalation and architecture work, mentoring engineers toward that standard, and codifying reusable escalation playbooks, reference architectures, and diagnostic tooling so hard-won solutions become repeatable capability rather than tribal knowledge.
You'll act as a strategic conduit between field escalations and Product/Engineering, converting escalation patterns and architecture gaps into structured, prioritized input that hardens agentic capabilities. You'll partner with Product and Engineering to stress-test emerging capabilities and shape roadmap where reliability and governance are decisive for adoption.
Success is measured by strategic customer engagements resulting in measurable outcomes and referenceable wins; improved team storytelling, customer fluency, and execution consistency; broad adoption of demos, frameworks, and patterns across field teams; customer-driven insights leading to platform improvements; and being viewed as a credible, dependable leader who bridges invention and adoption.
**Requirements:**
- Seasoned technical architect and escalation leader with deep expertise in agentic AI systems
- Root-cause diagnosis and resolution of complex, production agentic AI systems
- Ability to design resilient agentic architectures (LLM integration, RAG, multi-agent orchestration, guardrails, governance)
- Executive communication and trust-rebuilding skills during high-stakes escalations
- Experience codifying escalation playbooks, reference architectures, and diagnostic tooling
- Proven ability to coach and elevate technical teams
- Deep fluency in both the ServiceNow platform and modern agentic AI
- Ability to remain hands-on and debug agentic systems in production
- Strong alignment with ServiceNow values: Wow Customers, Win as a Team, Stay Hungry and Humble, Create Belonging
