Support Engineer – Tier 1 (Salesforce Certified)LitifyFull Time$75k - $80k per year
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Support Engineer – Tier 1 (Salesforce Certified)

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.

Responsibilities

  • Work directly with customers to complex Salesforce/Litify issues and answer technical questions

  • Debug complex issues and 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 to Litify Tier 2 Support

  • Collaborate with Customer Success Managers 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

Required Qualifications

  • 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

  • Strong cross-functional collaboration and relationship-building skills

  • Strong verbal and written communication skills with a polished, professional, and diplomatic image

Nice-to-Have

  • A bachelor’s degree from an accredited university

  • 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

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