Support Engineer – Tier 1 (Salesforce Certified)

Full job description
About Us

At Litify, we're revolutionizing the Legal industry by being the platform powering legal's top performers. As a trailblazer in legal technology, Litify delivers an all-in-one legal operating solution built atop Salesforce that empowers law firms and legal departments to achieve consistent success by continually standardizing, measuring, and improving their legal operations.

Our mission is clear: to deliver better business outcomes to our clients, so they can focus on delivering the best legal service and outcomes to their clients. 400+ enterprise businesses and 55K+ legal professionals trust Litify to amplify their impact with innovative technology and service that stands the test of time.

Backed by Bessemer Venture Partners, Litify is proud to be recognized as one of Inc. 5000 and Deloitte Technology Fast 500's fastest-growing private companies in America along with numerous awards for its unparalleled software. With offices in the vibrant cities of New York and New Orleans, we're at the heart of legal innovation.

About the Role

Litify is built on the best-in-class Salesforce Platform and we're seeking to welcome a new Support Engineer (Tier 1) to be an integral part of our expanding Customer Success team.

Litify's Support Engineering team strives to be the best technical support team that our clients will encounter; hence, we are seeking candidates who have a passion for customer service, technical support, troubleshooting, and technology. Your role will be to fully understand Litify's suite of products and native Salesforce functionality and to assist customers with technical issues and questions through deep troubleshooting. This work will primarily occur within Salesforce Service Cloud, but also includes Zoom calls and recorded videos. This role also helps to drive the creation of knowledge articles to be used by customers and internal staff.

In this role, you will:

Work directly with customers to complex Salesforce/Litify issues and answer technical questions
Debug complex issues and be able to quickly discern between configuration issues, product bugs, and Salesforce platform bugs
Reproduce issues in Salesforce sandboxes and demo orgs
Identify potential product bugs and provide all relevant information (issue detail, steps to reproduce, etc.) to Litify Tier 2 Support
Work closely with Customer Success Managers to collaborate on potential solutions and next steps
Perform basic configuration changes in Salesforce (Modify Permissions, Update Records, Tweak Automations [Flows, etc.])
Participate in special projects such as providing support for products in beta
Develop knowledgebase articles and video walkthroughs for the Litify Community
Contribute to Support Engineering's culture of collaboration, continuous improvement, and positivity
To be successful in this role, you have (required):

1-3 years of technical customer facing experience (preferably in the SaaS space)
1-3 years of experience working in Salesforce and Salesforce certifications such as ADM-201
A love of solving puzzles, troubleshooting, problem-solving, and learning something new every day
Experience working with a ticketing system (preferably Atlassian Jira and Service Cloud)
Excellent judgment, analytical thinking, and attention to detail
Superb time management and organizational skills
Ability to work in an ever-changing and fast-paced environment
Capable of communicating technical information to non-technical audiences and catering communication to needs of customers
Strong cross-functional collaboration skills, relationship building skills and ability to achieve results
Strong verbal and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders
Nice-to-have:

A bachelor's degree from an accredited university is a plus
Familiarity with APIs and how they work (POST/PATCH/PUT/GET)
Experience with advanced Salesforce tools (Dev Console/Data Loader/Workbench)
Experience with Web Debugging tools (Postman/Browser Dev Console/Telerik)
Understanding of web technologies (HTML, CSS, and JS)
Familiarity with SSO Technology (SAML/Oauth)
Previous experience working on a SaaS platform/company
Experience converting processes/fixes into neatly organized content
Familiarity with the legal industry and/or accounting
Disclosure:

The estimated base salary pay range for this role is $75,000. You may also be offered a bonus and benefits.

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

Individual pay rate decisions are based on a number of factors, including qualifications for the role, experience level, skill set, and balancing internal equity relative to peers at the company.

The range above is for the expectations as laid out in the job description, however we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated to you as a candidate.