Sr Staff Forward Deployed Engineer - Flow

About Flow by ServiceNow

Flow is a product and a new business unit in ServiceNow staffed by a team of 0-1 builders. We’re creating Flow, an AI-native conversational experience for natural language automation and enterprise service management. Flow is built on a new tech stack with new ways of working. We challenge established practices and are defining a new product and GTM playbook for ServiceNow. Flow puts what we build in front of the largest possible audience. You’ll have real ownership of the work, the freedom to move fast, and the resources of a global technology leader behind you. If you have a point of view on building and want to start from the beginning again, we want to talk to you, wherever you are.

Plenty of people can ship an AI prototype this year. Few get to build a product that runs enterprise work at global scale. Join us.

Job Description

We are hiring a Senior Staff Forward Deployed Solutions Engineer to be the most senior technical authority for Flow customers, guiding strategic and enterprise accounts from first demo and trial to long-term, expanding success. You will lead the hardest customer deployments, architect solutions that go beyond what the product does today, and turn what you learn in the field into product strategy. You will also raise the bar for the entire forward deployed team by setting technical standards, building repeatable playbooks, and mentoring other engineers. The role combines deep technical implementation, strategic customer partnership, and cross-functional leadership.

Ready to turn “we’re stuck” into “we’re live” for the most complex enterprise environments? You will own outcomes across multiple strategic customers, influence the Flow roadmap, and define how ServiceNow deploys AI-native products in the field.

What You Will Do

Technical Solutions and Architecture

• Lead technical design and delivery for strategic enterprise deployments, including SSO and identity architecture, multi-system integrations, and security and compliance reviews with customer IT and security leadership.
• Architect and build complex, production-grade automations and workflows with Flow’s natural-language builder across tools such as Okta, Microsoft Teams, Slack, Jira, Workday, Zoom, Microsoft 365, and ServiceNow.
• Design knowledge and retrieval strategies across document sources such as SharePoint, Google Drive, Box, Notion, and the ServiceNow knowledge base, so the AI returns accurate, sourced answers at enterprise scale.
• Solve problems the product does not yet handle by designing and documenting scalable workarounds, and convert them into reusable patterns, reference architectures, and product capabilities.
• Lead proof-of-concept and strategic evaluation efforts, partnering with sales and executive stakeholders to demonstrate value and win competitive engagements.
Customer Success and Strategic Adoption

• Define and continuously improve the onboarding and implementation motion so new customers set up and enable Flow in a few hours and reach production in one day.
• Act as a trusted advisor to customer IT directors and executives, aligning Flow with their broader IT and operations strategy and ServiceNow’s plans.
• Use Flow analytics on usage, conversation allowances, and automation results to build business cases, demonstrate value, and drive expansion from an initial use case to a full self-service service desk.
• Own multi-account health and adoption outcomes, identifying risks early and driving executive-level resolution when needed.
Product Influence and Technical Leadership

• Translate patterns across customers into clear product requirements and strategy, and partner with product management and engineering to prioritize and shepherd them through delivery.
• Serve as the voice of the customer in roadmap, architecture, and go-to-market discussions, shaping how Flow is positioned, packaged, and priced.
• Establish technical standards, playbooks, and tooling for the forward deployed function, and scale them across teams.
• Mentor and coach solutions engineers at IC3 and IC4 levels and act as an escalation point for the most difficult issues.
Support and Reliability

• Serve as the final technical escalation for critical customer issues such as API timeouts, sync errors, payment-related questions, and failed automations, and drive them from diagnosis to durable resolution.
• Reproduce bugs, isolate root causes, and work directly with core engineers to resolve them, including systemic issues affecting multiple customers.
• Use Flow health, audit, and activity logs to diagnose complex issues, identify outages, and define monitoring and triage practices that improve reliability for all customers.

Department: Engineering, Infrastructure and Operations
Function: Engineering
Experience Level: Not Applicable