Product Success Technical Director

Role Overview:

• This role is an individual contributor position on the AI Adoption Engineering team, focusing on resolving complex agentic AI escalations.
• The team turns ServiceNow's AI investments into live, referenceable customer outcomes by stabilizing at-risk go-lives.
• You will serve as the senior technical authority for agentic escalations and architecture consulting.

What You'll Do:

• Own the hardest agentic escalations: front and resolve the most complex AI escalations across the install base.
• Provide consulting-grade technical architecture: design and validate agentic solution architectures for enterprise scale.
• Elevate team technical excellence: set the technical bar, mentor engineers, and codify reusable playbooks.

Success Looks Like:

• Customer impact: strategic engagements result in measurable outcomes and referenceable wins.
• Team growth: team members demonstrate improved storytelling, customer fluency, and execution consistency.
• Reusable value: demos and patterns see broad adoption across field teams and customer pilots.
• Product influence: customer-driven insights lead to platform improvements and roadmap shifts.
• Trusted technical advisor: you are viewed as a credible and dependable leader bridging invention and adoption.