Senior Customer Support Engineer

Job description

**COMPANY** Propel Software transforms the way product companies work. Our product value management platform connects commercial and product teams to optimize decision making, drive process efficiencies, and engage customers with compelling products and experiences. Propel has a proven track record of improving product quality, speeding time to revenue and profit, and improving customer satisfaction. Recognized as a Deloitte Technology Fast 500 winner and one of Fortune’s Most Innovative Companies in America, Propel is built on Salesforce and drives product success for hyper growth startups, corporate pioneers, and Fortune 500 leaders in the high tech, medtech and consumer goods industries. **ROLE** Propel seeks a talented Technical Support Engineer to join our India team. This role requires an individual with a strong technical background, exceptional communication skills, and the ability to troubleshoot complex issues across the Propel and Salesforce platforms. The Customer Support Technician role involves providing first-line support and solutions for issues reported by Propel customers. Our ideal candidate has a strong technical background, excels in documentation, and is adept at troubleshooting. In today's dynamic social environment, this individual must be skilled in troubleshooting basic software applications and excel in communication via email or video conferencing (Zoom). This position offers a daily challenge to deeply understand our customers' use cases and deliver optimal solutions, ensuring continuous professional growth. **IMPORTANT NOTE:** This is an in-office position located in Trivandrum, requiring onsite attendance 4+ days per week. By submitting your application, you confirm that you are either presently located in Trivandrum or prepared to relocate. Relocation assistance is not provided for this role. ### In this role you can expect to: - Independently troubleshoot, reproduce, log, and resolve complex customer issues across Propel and Salesforce in both sandbox and production environments, taking ownership of escalations and coordinating with engineering, product, and implementation teams to drive timely resolution. - Lead customer interactions across multiple channels—including Salesforce Cases and Zoom Video Conferencing—demonstrating expert-level communication and consistently de-escalating complex or high-pressure situations with composure and professionalism. - Serve as the primary trusted point of contact for Premier Support customers, applying advanced technical judgment to resolve high-complexity cases directly or strategically route to the appropriate internal Propel team. - Own and drive urgent escalations by decisively assigning priority based on severity and customer impact, overseeing the ticket queue, and ensuring consistent team-wide compliance with Propel's Service Level Agreements (SLAs). - Actively contribute to and help shape a process-oriented team culture, championing continuous improvement and leveraging regular feedback and 1:1 meetings with the Customer Support Manager to elevate both individual and team performance. - Lead the creation, maintenance, and continuous improvement of customer-facing documentation, driving scalable knowledge sharing and enabling effective customer self-service. - Serve as a subject matter expert in troubleshooting and configuring Propel One (Propel's agentic AI suite built on Salesforce Agentforce), including Data Cloud, permission sets, and agent deployment. Lead customers through AI adoption, ensuring confident and productive integration of AI capabilities into their workflows. ### To be successful in this role you bring: - Minimum 1+ year experience in Salesforce troubleshooting and administration, and 1+ year experience in the technical and application support field. - BS or equivalent experience in Computer Science, Engineering, or related. We will also consider other significant technical experience. - Database administration understanding: SQL, SOQL, SQL scripting preferred. - Experience with Quality Management (QMS) software (e.g., eQMS, LMS, validated systems) and Jira or similar bug tracking tools. - Excellent communication skills, adapting technical explanations to the audience. Strong desire for continuous learning of new skills, processes, technologies, and product knowledge. - Ability to work with a global team and build strong cross-functional relationships. - Proven capability to analyze complex issues, propose, and execute effective solutions. Maintains composure and a positive demeanor under pressure to overcome challenges. - Ability to create, maintain, and manage comprehensive documentation for both internal and external user groups is essential. - Experience with AI tools, large language models, and agentic platforms—specifically Salesforce Agentforce—is beneficial. This knowledge will enhance your ability to support customers as they implement and grow their use of Propel One. ### Work Schedule & Time Zone This position is aligned with Eastern Time (ET) business hours. Candidates should be comfortable working within this schedule to ensure seamless collaboration with our core Support team and clients across the US. As our team continues to grow and evolve, schedules and meeting cadences and times may be revisited to best support the needs of our global team. Additionally, this role includes 1–2 required Support Team meetings per month, held at the following times: - 🕘 9:00 AM PT | 12:00 PM ET | 10:30 PM IST We appreciate that this meeting time falls late in the evening for India-based team members, and we value the flexibility our team demonstrates to make cross-regional collaboration possible. These meetings are an important part of staying connected as a global team.