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