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.

Must-Haves for this Role:

- 1+ years of experience in Salesforce administration, troubleshooting, and technical/application support.

- Bachelors 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.