Cloud Technical Lead - Service Cloud

Salesforce•Indianapolis, IN

About The Position

Salesforce is the #1 AI CRM, where humans with agents drive customer success together, focusing on ambition, action, tech, trust, and innovation. The company is seeking Trailblazers passionate about bettering business and the world through AI, driving innovation, and upholding Salesforce's core values. The Cloud Technical Lead role is the global technical authority for Salesforce Service Cloud and Field Service. This position is responsible for leading complex escalations, enhancing KPI performance, ensuring release readiness, improving product quality, and maintaining the stability, scalability, and supportability of Field Service architecture. The CTL is the sole owner of technical insight and operational governance for Field Service Support.

Requirements

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.

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.