CustomerSupportEngineer

## In this role you can expect to 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. ## To be successful in this role you bring Minimum 1+ year experience in Salesforce troubleshooting and administration, and 1+ year