[Remote] Support Engineer – Tier 1 (Salesforce Certified)
Note: The job is a remote job and is open to candidates in USA. Litify is a leading company in legal technology, providing an all-in-one legal operating solution built on Salesforce. They are seeking a Support Engineer (Tier 1) to join their Customer Success team, where the primary responsibility will be to assist customers with technical issues related to Litify's products and Salesforce functionality.
Responsibilities
- 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
Skills
- 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
- 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
Benefits
- You may also be offered a bonus and benefits.
Company Overview