Product Success Technical Director

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

📋 Description

• Take ownership and resolve the most intricate, high-visibility escalations related to agentic AI across the installation base.

• Manage the path-to-green for at-risk and RED go-lives.

• Lead collaborative resolution efforts involving account teams, Product, and Engineering.

• Act as the technical representative for customer executives during critical escalations.

• Design and validate agentic solution architectures that encompass Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG, knowledge grounding, integrations, and governance via AI Control Tower.

• Provide guidance to customers and field teams on best-practice strategies that mitigate risks associated with agentic adoption.

• Establish architectural direction for dependable and governable agentic AI on an enterprise scale.

• Set high technical standards for escalation and architectural tasks.

• Mentor engineers to elevate standards for reliability, reuse, and executive-level communication.

• Develop reusable escalation playbooks, reference architectures, and diagnostic tools.

• Transform escalation patterns and architectural deficiencies into prioritized feedback for Product and Engineering.

• Collaborate with Product and Engineering to rigorously test new capabilities and influence the roadmap.

• Achieve measurable customer outcomes, referenceable successes, reusable assets, and product enhancements.

⛳️ Requirements

• Experienced technical architect and escalation leader.

• Extensive knowledge of the ServiceNow platform and contemporary agentic AI.

• Proficient in root-cause diagnosis and resolution of complex production agentic AI systems.

• Experience in designing resilient agentic architectures, including LLM integration, RAG, multi-agent orchestration, guardrails, and governance.

• Strong executive communication skills and the ability to rebuild trust during high-stakes escalations.

• Capability to codify escalation playbooks, reference architectures, and diagnostic tools.

• Ability to mentor and elevate the skills of technical teams.

• Credible technical leadership in front of customers.

• Proficient in debugging agentic systems in a production environment.

• Experience leading cross-functional resolution initiatives.

• Familiarity with Now Assist, AI Agents, Virtual Agent, integrations, and AI Control Tower.

• Ability to provide insights on best-practice strategies for enterprise-level agentic AI adoption.

🏝️ 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 options