Principal Product Success Architect

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Take ownership of the most intricate and escalated GAIL and Go-Live Support engagements, which include large-scale enterprise deployments, acquisition integrations, and critical go-live events.

• Establish the strategic vision for GAIL tooling and infrastructure.

• Define and manage the roadmap for next-generation program capabilities.

• Own and enhance the GAIL playbook and quality standards throughout the practice.

• Drive systemic enhancements across customer engagements by identifying failure, complexity, and escalation trends.

• Convert engagement insights into modifications to the playbook and tooling investments.

• Mentor and develop Core Team engineers as well as high-potential rotating engineers.

• Collaborate with product, engineering leadership, and customer success on product and program enhancements.

• Represent the program in high-level customer discussions and executive engagements.

⛳️ Requirements

• Over 8 years of software engineering experience.

• Significant expertise in enterprise product development and hands-on customer or field delivery.

• Expert-level coding proficiency in JavaScript along with one or more additional programming languages (Java, Python, or equivalent).

• Proven history of delivering and scaling production systems.

• Extensive experience in deploying and integrating AI features and GenAI models, including Now Assist, AI Agents, or similar platforms.

• Experience working across various customer environments and deployment patterns.

• Strong judgment regarding prompt engineering and non-deterministic model behavior.

• Ability to provide advice on reliability, production readiness, and edge cases.

• Capability to build, maintain, and scale shared infrastructure and platforms utilized by multiple teams.

• Strong mentoring and coaching skills.

• Excellent communication skills and presence with both technical and non-technical audiences.

• Demonstrated ability to influence and drive organizational change without formal authority.

🏝️ Benefits

• Equity (when applicable).

• Variable/incentive compensation.

• Health plans.

• Flexible spending accounts.

• 401(k) Plan with company match.

• Employee Stock Purchase Plan (ESPP).

• Matching donations.

• Flexible time away plan.

• Family leave programs.

• Flexible or remote work arrangements.