Senior Customer Support Engineer
propelsoftware · Thiruvananthapuram ·
- Work mode
- Onsite
- Seniority
- Senior
- Category
- Support
- Experience
- 1+ years
- Visa sponsorship
- No
propelsoftware · Thiruvananthapuram ·
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.
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.
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.
Authorization to work in India is required; please note that at this time, Propel is not sponsoring visas for any positions.
Additional Info
Location: This is an in office position located in Trivandrum.
Equal Opportunity: Propel is proud to be an equal-opportunity workplace where different perspectives are valued and every voice is heard. We’re dedicated to pursuing and hiring a talented and diverse workforce.