Customer Support Engineer

Key Responsibilities at this Role

• Troubleshoot and resolve Propel and Salesforce issues across sandbox and production environments, escalating complex cases when required.
• Manage customer support via Salesforce Cases, Zoom, and other channels, ensuring clear communication and effective issue de-escalation.
• Act as the primary support contact for Premier Support customers, triaging and routing cases efficiently.
• Prioritize and manage critical support tickets, ensuring SLA compliance and timely resolution.
• Collaborate with cross-functional teams and contribute to a continuous improvement culture.
• Manage Salesforce environment operations, including org provisioning, package upgrades, deployments, post-install configurations, and pre-deployment testing.
• Create and maintain customer-facing documentation to improve knowledge sharing and self-service.
• Support and configure Propel One (AI suite), including Salesforce Agentforce, Data Cloud, permissions, and AI deployments, while guiding customers on AI adoption. Skill: The Expertise RequiredMust-Haves for this Role
• 1+ years of experience in Salesforce administration, troubleshooting, and technical/application support.
• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent hands-on technical experience).
• Working knowledge of SQL, SOQL, and database administration (SQL scripting is a plus).
• Experience with QMS platforms (e.g., eQMS/LMS/validated systems) and Jira or similar issue-tracking tools.
• Strong written and verbal communication skills, with the ability to explain technical concepts to diverse audiences.
• Eagerness to learn new technologies, processes, and product domains in a fast-paced environment.
• Ability to collaborate effectively with global, cross-functional teams.
• Strong analytical and problem-solving skills, with the ability to resolve complex technical issues under pressure.
• Experience creating and maintaining clear technical documentation for internal and external users.
• Exposure to AI tools, LLMs, and Salesforce Agentforce is a plus, especially for supporting Propel One implementations. Skills: customer,communication,documentation,sql,salesforce