It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. Backed by Greylock and Sequoia.
About the role
As Product 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 that determine whether AI adoption sticks.
What they're looking for
- 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 and validate agentic solution architectures spanning Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG and knowledge grounding, integrations, and guardrails/governance via AI Control Tower
More about this role
This role is an individual contributor position.
AI Adoption Engineering is the delivery engine that turns ServiceNow'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's agentic deployment is at risk, someone has to own that moment—diagnose root cause, make the right architectural call under pressure, restore executive confidence, and get the customer to green.
As Product 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 that determine whether AI...
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