Cloud Tech 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.

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Purpose of the Role The Cloud Technical Lead for Field Service operates as the top individual-contributor technical authority for Salesforce Field Service. The role exists to lead complex escalations, strengthen product stability, drive adoption of scalable architecture patterns, and influence product direction through deep system insight and customer intelligence. Core Responsibilities • Lead the highest-complexity Field Service escalations globally (SEV1/SEV2), providing executive-level clarity and technical direction.

• Serve as the principal technical expert across architecture, optimization, mobile/offline behavior, integrations, and workflow design. • Partner with Product & Engineering to shape roadmap priorities, drive quality improvements, and validate new capabilities. • Develop advanced diagnostics, SOPs, and content frameworks that reduce inflow and enable global teams.
• Provide solution architecture guidance for strategic accounts and cross-cloud implementations. • Act as the senior technical advisor to Support, CCE, Success, and Field teams. 12–18 Month Success Outcomes • Significant reduction in TTR for high-complexity Field Service issues.
• Demonstrable influence on product roadmap and defect reduction trends. • Improved stability and adoption for Field Service Scheduling, Optimization, and Mobile. • A measurable decrease in repeat escalations through content, tooling, and automation.
• Increased global capability through training and advanced enablement programs. Scope & Impact This role supports all regions and the entire Field Service product footprint, partnering directly with Engineering, Product, Architects, and cross-cloud teams. It materially impacts customer satisfaction, renewal risk, and product quality at scale.

Leadership Expectations • Influence without authority and serve as a trusted advisor for executives. • Bring systems-level thinking to complex technical and organizational problems. • Challenge assumptions, drive clarity, and modernize how Field Service support operates.

• Coach technical depth across global teams and elevate Field Service excellence company-wide. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is [$168,600 - $268,900] annually.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. 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 .

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And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.

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The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.

Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $168,600 - $268,900 annually.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.