Sr Staff Software Engineer ( AI Agents, Observability)

Job Description

Come join our team. We're rapidly expanding AI agents for Observability group and building a new generation of AI Agents designed to transform how enterprises investigate, respond to, and remediate critical incidents and alerts. Our mission is to reduce mean time to resolution (MTTR) by orders of magnitude, turning reactive firefighting into proactive, intelligent automation.

The AI agents for Observability combines the intelligence of large language models, the predictive power of observability analytics, and the judgment of human incident commanders, all within a single governed process that runs on ServiceNow's enterprise-grade platform. This dramatically reduces the time and expertise required to triage a multi-service incident and enables organizations to maintain SLOs even as their infrastructure complexity grows.

What you get to do in this role:

• Design and architect the next generation of intelligent incident and alert investigation and remediation systems, enabling enterprises to automate away toil and focus on innovation.
• Drive the technical direction for assigned projects,defining architecture, design patterns, best practices and leveraging the latest AI/ML models for integrations.
• Collaborate with product managers, other software engineers, UX Designers and security experts to build product features that meet business objectives and security standards.
• Lead architecture reviews and technical decision-making on high-impact initiatives spanning multiple teams.
• Create tools, libraries, and frameworks for other developers to build upon
• Stay current with industry trends and emerging technologies and leverage them to drive innovation and improve our platform.
• Mentor and influence engineering excellence across the incident intelligence domain, helping colleagues apply emerging agentic patterns responsibly.

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