Product Success Technical Director

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

This role is an individual contributor position.

AI Adoption Engineering is the delivery engine that turns Service Now's AI investments into live, referenceable customer outcomes. We are the front line for resolving the most complex agentic AI escalations across our install base. This is where agentic AI meets production reality—stabilizing at-risk go-lives, hardening deployments, and turning hard-won field learnings into reusable patterns that scale.

Enterprises are moving agentic AI from compelling demos into production, and the hardest problems surface exactly at go-live: reliability, orchestration, grounding, and governance. When a strategic customer'sagentic deployment is at risk, someonehastoown that moment—diagnose root cause, make the right architectural call under pressure, restore executive confidence, and get the customer togreen.

AsProduct Success Technical Director – AI Adoption Engineering, you are the senior technical authority for agentic escalations and the architecture consulting that prevents them. You sit at the intersection of our most demanding customer situations, our platform's agentic capabilities, and the field patterns thatdeterminewhether AI adoption sticks.

This role is built for asenior, customer-credible technical leaderwho can hold the room in a crisis, make sound architecture decisions in real time, elevate the team's technical bar, and remain hands-on enough to debug agentic systems in production.

You are a seasoned technical architect and escalation leader who stays calm under fire. You build trust with customer executives quick, cut to root cause fast, and turn ambiguous, high-pressure situations into stabilized outcomes and reusable assets. You are deeply fluent in both the Service Now platform and modern agentic AI, and you elevate the people around you throughexpertiseand execution rather than authority.

• Root-cause diagnosis and resolution of complex, production agentic AI systems
• Designing resilient agentic architectures (LLM integration, RAG, multi-agent orchestration, guardrails, and governance)
• Executive communication and trust-rebuilding during high-stakes escalations
• Codifying escalation playbooks, reference architectures, and diagnostic tooling that scale beyond any one person
• Coaching and elevating technical teams
• You embody Service Now values:
• Wow our Customers Win as a Team Stay Hungry and Humble Create Belonging

• Own the Hardest Agentic Escalations
• Front and resolve the most complex, highest-visibility agentic AI escalations across the install base, owning path-to-green for at-risk and RED go-lives.
• Lead cross-functional resolution efforts, aligning account teams, Product, and Engineering under a single technical plan.
• Serve as the calm, credible technical voice with customer executives when confidence in an AI deployment is on the line.
• Provide Consulting-Grade Technical Architecture
• Design andvalidateagentic solution architectures spanning Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG and knowledge grounding, integrations, and guardrails/governance via AI Control Tower.
• Advise customers and field teams on the best-practice patterns that de-risk agentic adoption before problems reach production.
• Set the architectural direction for how we deliver reliable, governable agentic AI at enterprise scale.
• Elevate Team Technical Excellence
• Set the technical bar for the team's escalation and architecturework, andmentor engineers toward that bar.
• Codify reusableescalationplaybooks, reference architectures, and diagnostic tooling so hard-won solutions become repeatable capability, not tribal knowledge.
• Raise team standards for reliability, reuse, executive-grade communication.
• Close the Loop to Product
• Act as a strategic conduit between field escalations and…