Description
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.