Cloud Technical Lead - Service Cloud

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Purpose of the Role The Cloud Technical Lead is the global technical authority for Salesforce Service Cloud and Field Service. The role exists to lead complex escalations, strengthen KPI performance, drive release readiness, shape product quality, and ensure Field Service architecture remains stable, scalable, and supportable. The CTL is the single owner of technical insight and operational governance for Field Service Support. Core Responsibilities • Own KPI insights (TTR, escalation %, repeat rate, investigation quality) and turn data into global corrective actions. • Own release readiness reporting, early feature validation, and SME testing engagement. • Run weekly technical office hours and lead monthly technical management reviews. • Define Field Service supportability and architectural standards and drive global adoption. • Influence Engineering & Product with structured customer-impact data and technical direction. • Build diagnostics, SOPs, and automation strategies that reduce inflow and raise technical capability. • Lead TMP alignment, QBR content, and SME enablement for Field Service. Success Outcomes • Material improvements in TTR, repeat escalations, and SLA/SLO misses. • Higher release stability and smoother adoption for new Field Service capabilities. • Strong influence on product roadmap and quality accountability. • Global adoption of standardized technical frameworks, diagnostics, and proactive tooling. • Increased stability for strategic enterprise customers. Scope & Impact The role spans global Support, Product, Engineering, CCE, and Customer Success. It directly influences product quality, customer trust, renewal risk, and operational efficiency. Leadership Expectations • Influence without authority, collaborating effectively across global and executive stakeholders. • Provide clarity and technical direction during escalations and roadmap discussions. • Use systems thinking, technical depth, and data-driven insight to solve complex problems. • Raise global capability through frameworks, enablement, and thought leadership. Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form . Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out option ... (truncated, view full listing at source)