Cloud Technical Lead - Service Cloud
Salesforce•Seattle, WA
•Remote
About The Position
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.
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.
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
