Product Success Technical Director

📋 Description

• Own the Hardest Agentic Escalations: Front and resolve the most complex, highest-visibility agentic
• Lead cross-functional resolution efforts, aligning account teams, Product, and Engineering under a
• Serve as the calm, credible technical voice with customer executives when confidence in an AI
• Provide Consulting-Grade Technical Architecture: Design and validate agentic solution architectures
• Advise customers and field teams on the best-practice patterns that de-risk agentic adoption before
• Set the architectural direction for how we deliver reliable, governable agentic AI at enterprise

🎯 Requirements

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

🎁 Benefits

• Base pay of $199,100 - $348,400
• Equity (when applicable)
• Variable/incentive compensation
• Health plans including flexible spending accounts
• 401(k) Plan with company match
• ESPP