Propel
Customer Success
SeniorCustomerSupportEngineer
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Customer Support Engineer at Propel. Skills: troubleshoot, reproduce, log, and resolve complex customer issues, Lead customer interactions, Serve as the primary trusted point of contact for Premier Support customers, Own and drive urgent escalations, Lead the creation, maintenance, and continuous improvement of customer-facing documentation, Serve as a subject matter expert in troubleshooting and configuring Propel One. Independently troubleshoot, reproduce, log, and resolve complex custo”
What You'll Achieve.
drive timely resolution; ensuring consistent team-wide compliance with Propel's Service Level Agreements (SLAs); elevate both individual and team performance; driving scalable knowledge sharing; enabling effective customer self-service; ensuring confident and productive integration of AI capabilities into their workflows
Industry & Context.
Independently troubleshoot, reproduce, log, and resolve complex customer issues; applying advanced technical judgment to resolve high-complexity cases; Proven capability to analyze complex issues, propose, and execute effective solutions
What They're Looking For.
Must Have
Minimum 1+ year experience in Salesforce troubleshooting and administration, 1+ year experience in the technical and application support field, BS or equivalent experience in Computer Science, Engineering, or related, Ability to work with a global team and build 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, Ability to create, maintain, and manage comprehensive documentation for both internal and external user groups is essential
Nice to Have
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, Experience with AI tools, large language models, and agentic platforms—specifically Salesforce Agentforce—is beneficial
What You'll Do.
Independently troubleshoot
and resolve complex customer issues across Propel and Salesforce in both sandbox and production environments
taking ownership of escalations and coordinating with engineering
and implementation teams to drive timely resolution.
Lead customer interactions across multiple channels—including Salesforce Cases and Zoom Video Conferencing—demonstrating expert-level communication and consistently de-escalating complex or high-pressure situations with composure and professionalism.
Serve as the primary trusted point of contact for Premier Support customers
applying advanced technical judgment to resolve high-complexity cases directly or strategically route to the appropriate internal Propel team.
Own and drive urgent escalations by decisively assigning priority based on severity and customer impact
overseeing the ticket queue
and ensuring consistent team-wide compliance with Propel's Service Level Agreements (SLAs).
Actively contribute to and help shape a process-oriented team culture
championing continuous improvement and leveraging regular feedback and 1: 1 meetings with the Customer Support Manager to elevate both individual and team performance.
and continuous improvement of customer-facing documentation
driving scalable knowledge sharing and enabling effective customer self-service.
Serve as a subject matter expert in troubleshooting and configuring Propel One (Propel's agentic AI suite built on Salesforce Agentforce)
and agent deployment.
Lead customers through AI adoption
ensuring confident and productive integration of AI capabilities into their workflows.
How You'll Work.
Team & Collaboration
coordinating with engineering, product, and implementation teams to drive timely resolution.; Ability to work with a global team and build cross-functional relationships.; staying connected as a global team.
Communication Scope
expert-level communication; adapting technical explanations to the audience
Full Job Description
## In this role you can expect to Independently troubleshoot, reproduce, log, and resolve complex customer issues across Propel and Salesforce in both sandbox and production environments, taking ownership of escalations and coordinating with engineering, product, and implementation teams to drive timely resolution. Lead customer interactions across multiple channels—including Salesforce Cases and Zoom Video Conferencing—demonstrating expert-level communication and consistently de-escalating complex or high-pressure situations with composure and professionalism. Serve as the primary trusted point of contact for Premier Support customers, applying advanced technical judgment to resolve high-complexity cases directly or strategically route to the appropriate internal Propel team. Own and drive urgent escalations by decisively assigning priority based on severity and customer impact, overseeing the ticket queue, and ensuring consistent team-wide compliance with Propel's Service Level Agreements (SLAs). Actively contribute to and help shape a process-oriented team culture, championing continuous improvement and leveraging regular feedback and 1:1 meetings with the Customer Support Manager to elevate both individual and team performance. Lead the creation, maintenance, and continuous improvement of customer-facing documentation, driving scalable knowledge sharing and enabling effective customer self-service. Serve as a subject matter expert in troubleshooting and configuring Propel One (Propel's agentic AI suite built on Salesforce Agentforce), including Data Cloud, permission sets, and agent deployment. Lead customers through AI adoption, ensuring confident and productive integration of AI capabilities into their workflows. ## To be successful in this role you bring 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
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