Senior Staff Product Success Architect

Description

The GAIL (Get AI Live) program places engineers inside key customer projects to speed up AI adoption and prove the value it delivers.

The GAIL Team is the lasting core of that program. It holds the institutional knowledge, tooling and senior expertise that improve each project and each rotating engineer.

As a Senior Staff Software Engineer on this team, you set the program's long-term direction, take the toughest projects and escalations, and build the systems that spread skill across the practice. The role sits between hands-on delivery and program strategy. You lead on the most complex deployments and help the program take on harder problems and more customers.

Responsibilities

• Take ownership of the most complex escalated GAIL and Go-Live Support engagements, including large enterprise rollouts, acquisition integrations and high-stakes go-lives.
• Decide where GAIL tooling and infrastructure should go next, define the capabilities the program will need, and own the roadmap to build them.
• Own and improve the GAIL playbook and quality bar for the whole practice, setting what good work looks like and enforcing it across the program.
• Find patterns in failures, complexity and escalations across customer work, and turn them into playbook changes and tooling investments.
• Mentor Team engineers and high-potential rotators, building their skills and preparing them for leadership.
• Work closely with product, engineering leadership and customer success to turn field feedback into product and program improvements.
• Represent the program in strategic customer discussions and executive meetings.

Requirements

• At least 8 years of software engineering experience, including solid depth in enterprise product work and hands-on work with customers or in the field.
• Expert JavaScript skills plus at least one other language such as Java or Python, with a record of shipping and scaling production systems.
• Deep experience deploying and integrating AI features and GenAI models, such as Now Assist, AI Agents or similar platforms, across varied customer environments and deployment setups.
• Sound judgment on prompt engineering and non-deterministic model behavior, with the ability to advise on reliability, production readiness and edge cases.
• A strategic approach to standards, tooling and scalability that balances practical needs with the program's long-term health.
• A track record of building, owning and scaling shared infrastructure that several teams rely on.
• Strong mentoring and coaching skills, with a habit of leaving people more capable than before.
• Clear communication with both technical and non-technical audiences, including customer executives and internal leaders.
• The ability to drive change across a program or organization without formal authority.

Conditions

For this location, base pay is $171,900 - $300,800. Equity (where applicable), variable or incentive pay and benefits are offered on top of base.

Sales roles generally offer an On Target Earnings (OTE) incentive structure.

Base pay is a guideline. Actual total compensation depends on qualifications, skill level, competencies and work location, and pay is set by the geographic location of the role and may change.

Work persona (flexible, remote or required in office) is assigned based on the nature of the work and the assigned work location. The company may check the distance between your home and the nearest office using a third-party service to confirm eligibility.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) plan with company match and an employee stock purchase plan (ESPP).
• Matching donations, flexible time away and family leave programs.