Senior Staff Product Success Architect

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

📋 Description

• Take charge of the most intricate and escalated GAIL and Go-Live Support projects, including extensive enterprise deployments, acquisition integrations, and critical go-lives.

• Establish the strategic vision for GAIL tools and infrastructure.

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

• Develop and refine the GAIL playbook and quality standards throughout the practice.

• Propel systemic enhancements across customer engagements by identifying failure points, complexities, and escalations.

• Transform engagement insights into modifications for the playbook and tooling investments.

• Mentor and nurture Team engineers and high-potential individuals.

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

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

⛳️ Requirements

• Over 8 years of experience in software engineering.

• Significant expertise in enterprise product work and direct customer or field delivery.

• Proficient coding skills in JavaScript and at least one additional language (Java, Python, or similar).

• A proven history of successfully deploying and scaling production systems.

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

• Experience with various customer environments and deployment strategies.

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

• Capability to advise on reliability, production readiness, and edge cases.

• Ability to create, manage, and scale shared infrastructure and platforms.

• Strong mentoring and coaching abilities.

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

• Ability to influence and initiate change at a program or organizational level 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 options