Customer Support Engineer in Thiruvananthapuram, Kerala at Propel

• Troubleshoot, reproduce, log, and resolve customer issues related to Propel and Salesforce across both sandbox and production environments, escalating complex cases to engineering, product, and implementation teams as needed.
• Manage customer interactions across multiple channels - including Salesforce Cases and Zoom Video Conferencing - maintaining strong communication skills and a proven ability to de-escalate sensitive or high-pressure situations.
• Serve as the dedicated point of contact for Premier Support customers, triaging incoming cases to resolve them directly or route them to the appropriate internal Propel team.
• Skillfully handle urgent escalations by accurately assigning priority based on severity and customer impact, while actively monitoring the ticket queue to ensure compliance with Propel's Service Level Agreements (SLAs).
• Collaborate with a driven team of support specialists within a process-oriented culture, engaging in continuous improvement through regular feedback and 1:1 meetings with the Customer Support Manager.
• Play a critical role in maintaining Propel's environment infrastructure by provisioning internal and customer orgs, executing package upgrades, coordinating deployments, tracking installation status, applying post-install configurations, and conducting sandbox-based pre-deployment testing and validation — functions the broader team depends on to deliver consistent, reliable customer experiences.
• Contribute to the creation and ongoing maintenance of customer-facing documentation to support knowledge sharing and customer self-service.
• Troubleshoot and configure Propel One (Propel's agentic AI suite built on Salesforce Agentforce), including Data Cloud, permission sets, and agent deployment. Guide customers in adopting AI capabilities for quick, confident, and productive use.

• 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.
• The 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.

• 9:00 AM PT | 12:00 PM ET | 10:30 PM IST

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.