Customer Support Engineer

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 motivated Technical Support Engineer to join our India team. This role is well-suited for someone building their technical foundation in SaaS support, with a focus on resolving customer-reported issues and taking hands-on ownership of Propel environment infrastructure across the Propel and Salesforce platforms. The P2 Technical Support Engineer is responsible for delivering first-line support, developing strong product knowledge, and managing critical environment operations including provisioning internal customer orgs and package upgrades, and applying post-install configurations and validation. Our ideal candidate has a solid technical background, a collaborative mindset, and excellent communication skills—whether via email or video conferencing (Zoom). This position offers a meaningful opportunity to grow both customer-facing and technical infrastructure skills while contributing to an exceptional customer experience.

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.

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.

This position is aligned with US 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.

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 enable cross-regional collaboration. These meetings are an important part of staying connected as a global team.