Product Success Technical Director

Responsibilities:

• Own and resolve the most complex agentic AI escalations across the install base, driving path-to-green for at-risk and RED go-lives.
• Provide consulting-grade technical architecture for agentic solutions including Now Assist, AI Agents, Virtual Agent, and multi-agent orchestration.
• Elevate team technical excellence and codify reusable escalation playbooks and diagnostic tooling.

Qualifications:

• 15+ years in technical leadership spanning enterprise architecture, complex solution delivery, and customer-facing escalation resolution.
• Deep hands-on expertise in architecting and troubleshooting production AI/agentic systems: LLM integration, RAG, multi-agent orchestration, and guardrails.
• Strong executive presence and ability to rebuild customer trust and lead a room during a crisis.

Benefits:

• Health plans including flexible spending accounts.
• 401(k) Plan with company match and ESPP.
• Flexible time away plan and family leave programs.