lever
Senior Customer Support Engineer
Propelsoftware
Thiruvananthapuram, IND
Full-time
Senior · 2+ years experience
Onsite
Discovered 3 weeks ago
SalesforceZoomSQLSOQLJiraQMS
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Key Skills for This Role
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- 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.
- 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.
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