Senior Customer Support Engineer

About this role

Responsibilities

• Independently troubleshoot, reproduce, log, and resolve complex customer issues across Propel and Salesforce in both sandbox and production environments
• Lead customer interactions across multiple channels—including Salesforce Cases and Zoom Video Conferencing—demonstrating expert-level communication and de-escalating complex situations
• Serve as the primary trusted point of contact for Premier Support customers, resolving high-complexity cases directly or routing strategically
• Own and drive urgent escalations by assigning priority based on severity and customer impact
• Actively contribute to process-oriented team culture and provide feedback to enhance team performance