ServiceNow
Product Success Technical Director
$199K–$348K
Waltham, Massachusetts, United States · Remote · Director · Full-time · Posted Sep 25, 2026
- Experience
- 15+ years
About the job
Leads high-stakes customer escalations and architecture consulting to stabilize production agentic AI deployments and make their solutions repeatable across teams.
What you'll do
- Own complex agentic AI escalations, coordinate cross-functional resolution, and restore customer confidence.
- Design and validate enterprise agentic architectures, advising customers and field teams on reliable adoption patterns.
- Mentor engineers, codify reusable playbooks and tooling, and relay field insights to Product and Engineering.
What they ask for
- 15+ years in technical leadership spanning enterprise architecture, complex solution delivery, and/or customer-facing escalation resolution.
- Hands-on expertise architecting and troubleshooting production AI/agentic systems, including LLM integration, RAG, multi-agent orchestration, prompt and guardrail design, and reliability/evaluation.
- Demonstrated success resolving high-severity, executive-visible customer escalations, with strong executive presence.
- Proven ability to influence across Product, Engineering, field, and customer executive stakeholders, and turn engagements into reusable frameworks, playbooks, or reference architectures.
Nice to have
- Deep ServiceNow platform expertise or comparable enterprise SaaS depth.
- Experience scaling an escalation, go-live, or technical SWAT function; familiarity with agentic governance, observability, and evaluation frameworks; or multi-region/global delivery experience.
Pay
USD $199,100 - $348,400 base pay
Tools
Now Assist, AI Agents, Virtual Agent, Now Assist Skill Kit, AI Control Tower, LLM, RAG, multi-agent orchestration
AI focus
Production agentic AI deployment, architecture, troubleshooting, reliability, evaluation, governance, and adoption.
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