Senior Product Success Architect

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.

The GAIL (Get AI Live) program deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. The GAIL Team is the permanent engine behind that program: the stable foundation of institutional knowledge, tooling, and senior expertise that makes every engagement, and every rotating engineer, better than the last.

As a Senior Staff Software Engineer on the GAIL Team, you set the strategic direction for how the program scales, own the hardest engagements and escalations, and build the infrastructure and knowledge systems that raise capability across the entire practice. This role bridges technical delivery and program strategy. You lead by example on the most complex deployments while shaping how the program evolves to handle harder problems and reach more customers.

What you get to do in this role:

• Own the most complex, escalated GAIL and Go-Live Support engagements — large-scale enterprise deployments, acquisition integrations, and high-stakes go-lives where program reputation is on the line.
• Set the strategic direction for GAIL tooling and infrastructure — defining the next-generation capabilities the program needs and owning the roadmap to build them.
• Own and evolve the GAIL playbook and quality standards across the entire practice — defining what great looks like and holding the line on it program-wide.
• Drive systemic improvements across customer engagements — identifying patterns in failure modes, complexity, and escalations, and translating them into playbook changes and tooling investments.
• Mentor and develop the Team engineers and high-potential rotators — actively raising the capability of the people around you and shaping the next generation of leaders.
• Partner deeply with product, engineering leadership, and customer success to translate field signal into product and program improvements.
• Represent the program in customer-facing strategic conversations and executive engagements.

To be successful in this role you have:

• 8+ years of software engineering experience, with substantial depth in both enterprise product work and hands-on customer or field delivery.
• Deep experience deploying and integrating AI features and GenAI models, including Now Assist, AI Agents, or equivalent platforms, across multiple customer environments and deployment patterns.
• Strong judgment on prompt engineering and non-deterministic model behavior, including the ability to advise on reliability, production readiness, and edge cases.
• A strategic mindset about standards, tooling, and scalability — you balance pragmatism with the long-term health of the program.
• Proven ability to build, own, and scale shared infrastructure and platforms that multiple teams depend on.
• Strong mentoring and coaching capability — you actively develop the engineers around you and leave them better than you found them.
• Excellent communication and presence across technical and non-technical audiences, including customer executives and internal leadership.
• Demonstrated ability to influence and drive change at a program…