Product Success Technical Director

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

📋 Description

• Take ownership of 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-live projects.

• Lead resolution efforts that involve multiple functions across account teams, Product, and Engineering.

• Act as the technical representative with 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 guardrails/governance via AI Control Tower.

• Provide guidance to customers and field teams on best-practice patterns to minimize risks associated with agentic adoption.

• Establish architectural direction for dependable and governable agentic AI at an enterprise level.

• Set the technical standards for escalation and architecture tasks while mentoring engineers.

• Document 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.

⛳️ Requirements

• Over 15 years of experience in technical leadership covering enterprise architecture, complex solution delivery, and customer-facing escalation resolution.

• Extensive hands-on experience in architecting and troubleshooting production AI/agentic systems.

• Proficiency in LLM integration, RAG, multi-agent orchestration, prompt and guardrail design, as well as reliability and evaluation.

• Proven success in owning and resolving high-severity escalations that are visible to executives.

• Strong executive presence, with the ability to rebuild customer trust and lead discussions during crises.

• Capability to influence stakeholders across Product, Engineering, field, and customer executive levels, even without direct authority.

• A history of converting complex engagements into reusable frameworks, playbooks, or reference architectures.

• Preferred: In-depth knowledge of the ServiceNow platform or equivalent enterprise SaaS experience.

• Preferred: Experience in establishing or scaling an escalation, go-live, or technical SWAT function.

• Preferred: Familiarity with agentic governance, observability, and evaluation frameworks.

• Preferred: Experience with multi-region or global delivery.

🏝️ Benefits

• Equity (where 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 policy.

• Family leave programs.