--- title: 'Senior Customer Support Engineer at Propel Software Solutions' canonical: 'https://feeny.ai/job/senior-customer-support-engineer-propel-software-solutions-thiruvananthapuram-g8s1jq501s20' type: 'job' last_seen: '2026-09-07' --- # Senior Customer Support Engineer at Propel Software Solutions - **Company:** Propel Software Solutions - **Location:** Thiruvananthapuram, India - **Employment:** full-time - **Work type:** onsite - **Posted:** 2026-05-19 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.lever.co/propelsoftware/20a4e6db-f3bc-4e9f-a843-90ce24824e5e ## Job description ## COMPANY Propel Software transforms the way product companies work. Our product value management platform connects commercial and product teams to optimize decision making, drive process efficiencies, and engage customers with compelling products and experiences. Propel has a proven track record of improving product quality, speeding time to revenue and profit, and improving customer satisfaction. Recognized as a Deloitte Technology Fast 500 winner and one of Fortune’s Most Innovative Companies in America, Propel is built on Salesforce and drives product success for hyper growth startups, corporate pioneers, and Fortune 500 leaders in the high tech, medtech and consumer goods industries. ## ROLE Propel seeks a talented Technical Support Engineer to join our India team. This role requires an individual with a strong technical background, exceptional communication skills, and the ability to troubleshoot complex issues across the Propel and Salesforce platforms. The Customer Support Technician role involves providing first-line support and solutions for issues reported by Propel customers. Our ideal candidate has a strong technical background, excels in documentation, and is adept at troubleshooting. In today's dynamic social environment, this individual must be skilled in troubleshooting basic software applications and excel in communication via email or video conferencing (Zoom). This position offers a daily challenge to deeply understand our customers' use cases and deliver optimal solutions, ensuring continuous professional growth. IMPORTANT NOTE: This is an in-office position located in Trivandrum, requiring onsite attendance 4+ days per week. By submitting your application, you confirm that you are either presently located in Trivandrum or prepared to relocate. Relocation assistance is not provided for this role. 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, or related. We will also consider other significant technical experience. - 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. - Excellent communication skills, adapting technical explanations to the audience. Strong desire for continuous learning of new skills, processes, technologies, and product knowledge. - Ability to work with a global team and build strong 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. - Experience with AI tools, large language models, and agentic platforms—specifically Salesforce Agentforce—is beneficial. This knowledge will enhance your ability to support customers as they implement and grow their use of Propel One. Work Schedule & Time Zone This position is aligned with Eastern Time (ET) business hours. Candidates should be comfortable working within this schedule to ensure seamless collaboration with our core Support team and clients across the US. As our team continues to grow and evolve, schedules and meeting cadences and times may be revisited to best support the needs of our global team. Additionally, this role includes 1–2 required Support Team meetings per month, held at the following times: - 🕘 9:00 AM PT | 12:00 PM ET | 10:30 PM IST We appreciate that this meeting time falls late in the evening for India-based team members, and we value the flexibility our team demonstrates to make cross-regional collaboration possible. These meetings are an important part of staying connected as a global team. Authorization to work in India is required; please note that at this time, Propel is not sponsoring visas for any positions. Additional Info Location: This is an in office position located in Trivandrum. Equal Opportunity: Propel is proud to be an equal-opportunity workplace where different perspectives are valued and every voice is heard. We’re dedicated to pursuing and hiring a talented and diverse workforce. ## About Propel Software Solutions ## Company Overview - **One-liner**: Propel Software provides a unified AI-powered Product Lifecycle Management (PLM), Quality Management (QMS), and Product Information Management (PIM) platform to connect product and commercial teams. - **Entity Type**: Private (Series C, last round in 2021) - **Headquarters**: Redwood City, California, United States - **Founded**: 2015 - **Founders**: Not publicly available in current sources ## Core Business - **Primary industry**: Product Lifecycle Management (PLM) / Enterprise Software / Manufacturing Technology - **Target customers**: B2B – discrete manufacturers in high-tech, medtech, and consumer goods (from startups to Fortune 500) - **Mission statement**: “Help product companies win customers for life.” [propelsoftware.com](https://www.propelsoftware.com/) ## Products & Services - **[Propel PLM]**: Product Lifecycle Management – manages product data, BOMs, change processes, and collaboration across engineering, marketing, and sales. SaaS on Salesforce. - **[Propel QMS]**: Quality Management System – drives continuous quality improvements, compliance, and safer products. - **[Propel PIM]**: Product Information Management – unifies product data for commercial teams to deliver compelling omnichannel experiences. - **[Supplier Community]**: Platform to protect IP, ensure quality, and accelerate launches through supplier collaboration. - **[Propel One / Agentic AI]**: AI-powered agents embedded in the product thread to automate workflows, analyze data, and improve productivity. [propelsoftware.com](https://www.propelsoftware.com/) ## Market Standing - **Valuation/Market Cap**: Not disclosed (private) - **Key Metric**: Annual Revenue ~$80M (est.) | Total Funding $48.2M (Series C of $20M led by Ankona Capital Partners and Salesforce Ventures in 2021) - **Notable Investors/Partners**: Ankona Capital Partners, Salesforce Ventures, Norwest Venture Partners, Cloud Apps Capital Partners - **Growth Signals**: 3× Deloitte Technology Fast 500 winner; named “Strong Performer” in Forrester Wave for PLM; headcount ~89 (slight decline YoY) but active hiring (5 open roles); recognized by Fortune as America’s Most Innovative Companies 2023 ## Competitive Advantages - **Unified platform**: Combines PLM, QMS, and PIM on a single Salesforce-native platform – unique in the market. - **Agentic AI built-in**: AI is not bolted on but integral to the product thread, enabling role-based agents with data privacy guarantees. - **Proven enterprise adoption**: Used by both hyper-growth startups and Fortune 500, with a strong track record in regulated industries (medtech). ## Strategic Focus - **AI-first product thread**: Deepening agentic AI capabilities to automate decision-making across the value chain. - **Expanding industry verticals**: Growing footprint in high-tech, medtech, and consumer goods. - **Partner ecosystem**: Leveraging Salesforce as a distribution channel and investing in strategic alliances. [propelsoftware.com](https://www.propelsoftware.com/about-us) ## Why Work Here - **Culture**: Values individuality, curiosity, and growth mindset. Offers paid volunteering time (24 hours/year) and educational benefits. - **Work policy**: Mix of on-site (HQ in Redwood City, office in Santa Clara), remote (Bay Area), and on-site in Thiruvananthapuram, India for certain roles. [jobs.lever.co/propelsoftware](https://jobs.lever.co/propelsoftware) - **Perks**: Health & finance benefits, top technology tools, professional development stipends. - **Engineering culture**: Technical roles make up ~20% of the workforce. Small company feel with exposure to full product lifecycle. - **Employee rating**: 4.8/5 on LinkedIn (25 reviews) with high marks for culture (4.7) and compensation (4.7). [linkedin.com/company/propelsoftware](https://linkedin.com/company/propelsoftware) ## Sources 1. [Propel Software – About Us](https://www.propelsoftware.com/about-us) 2. [Propel Software – Homepage](https://www.propelsoftware.com/) 3. [Propel Software – Careers](https://www.propelsoftware.com/careers) 4. [Propel Software – Job Openings (Lever)](https://jobs.lever.co/propelsoftware) 5. [Propel Software – LinkedIn Page](https://linkedin.com/company/propelsoftware) ## Other roles at Propel Software Solutions - [Presales Solution Architect](https://feeny.ai/job/presales-solution-architect-propel-software-solutions-us-west-coast-5xtwg5tjk1a6) — US West Coast - [QA Lead](https://feeny.ai/job/qa-lead-propel-software-solutions-thiruvananthapuram-2dtw7qnzjj82) — Thiruvananthapuram, India - [Tech Lead](https://feeny.ai/job/tech-lead-propel-software-solutions-thiruvananthapuram-s67cp8yxfvw5) — Thiruvananthapuram, India - [Product Marketing Director](https://feeny.ai/job/product-marketing-director-propel-software-solutions-bay-area-vzxr69wx5vz1) — Bay Area - [Senior Software Engineer](https://feeny.ai/job/senior-software-engineer-propel-software-solutions-thiruvananthapuram-4zxs56a6714h) — Thiruvananthapuram, India - [Senior Customer Support Engineer](https://feeny.ai/job/senior-customer-support-engineer-trellisware-technologies-san-diego-w8r3b6ffjwn5) — San Diego, CA - [Senior Customer Support Engineer](https://feeny.ai/job/senior-customer-support-engineer-netbox-labs-australia-pzwr3myx859y) — Australia - [Senior Customer Support Engineer](https://feeny.ai/job/senior-customer-support-engineer-prelude-paris-3qx6snz1zx4z) — Paris, France - [Senior Customer Support Engineer](https://feeny.ai/job/senior-customer-support-engineer-vercel-united-kingdom-nbr0ednmj02v) — United Kingdom, Germany