Senior Product Security Engineer | Product Security Incident Response Team; PSIRT

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 Service Now Security Organization (SSO) delivers world-class, innovative security solutions to reduce risk and protect the company and our customers. We enable our customers to migrate their most sensitive data and workloads to the cloud, accelerating our business so that we are the most trusted SaaS provider. We create an environment where our employees are proud to work and can make a positive impact

Service Now seeks a senior staff-level product security engineer to serve as a senior technical authority within the Product Security Incident Response Team (PSIRT). PSIRT is Service Now's awareness, response, and investigation capability for post-release vulnerabilities in Service Now-developed products and service offerings.

This role is for a recognized expert who can operate independently and as part of a team on the most significant security issues facing the platform—vulnerabilities that require evaluating intangibles. You will lead deep-dive investigations, coordinate resolution across engineering, product, and release teams, and demonstrate calm, decisive leadership during significant security events.

This is a role for someone who already understands product development cycles and the engineering and product relationships that drive them—and will use that fluency to lead fixes to completion under incident pressure. You will help shape how Service Now responds to product security vulnerabilities at scale and the technical rigor of the entire response capability.

• Sunday-Monday: 18:00 - 02:00 UTC
• Monday-Tuesday: 18:00 - 02:00 UTC
• Tuesday-Wednesday: 18:00 - 02:00 UTC
• Friday-Saturday: 19:00 - 02:00 UTC
• Saturday-Sunday: 17:00 - 02:00 UTC

Due to the nature of incident response and needs of the business, coverage may change. Additional coverage outside of stated hours may be required in response to significant incidents.

• Demonstrate technical and organizational leadership during these events—bringing structure and clear decision-making under pressure.
• Partner with incident commanders, business information security leadership, engineering, and customer-facing teams to maintain clear ownership, workstream prioritization, and hand-offs during these events.

• Drive coordinated response across affected releases, balancing risk and remediation feasibility.
• Leverage an understanding of product development cycles and engineering/product partnerships to move fixes through the release pipeline without stalling on organizational boundaries.
• Verify fix completeness and guard against incomplete mitigations before release.

• Lead Service Now's CVE disclosure process—owning CVE assignment, scoring, advisory content, and publication timing.
• Collaborate with external security partners, vendors, and researchers on coordinated disclosures, aligning timelines and messaging across parties.
• Conduct technical accuracy reviews of external advisories, researcher write-ups, and joint disclosure content to ensure correctness before publication.
• Represent PSIRT's technical position in multi-party coordinated disclosures and researcher engagements.

• Author postmortems and drive lessons learned to closure following product security incidents.
• Participate in retrospectives following significant product security events, translating findings into concrete process and technical improvements.
• Contribute to partner teams tracking product security risk themes and trends across the portfolio.
• Contribute to SDLC improvement areas, feeding incident learnings upstream into secure development practices.

• Experience in leveraging or critically thinking about how to integrate AI into work processes,…