Support Engineer – Tier 1, Salesforce Certified
Job Description: About Us: At Litify, we’re revolutionizing the Legal industry by being the platform powering legal’s top performers.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 questionsDebug complex issues and be able to quickly discern between configuration issues, product bugs, and Salesforce platform bugsReproduce issues in Salesforce sandboxes and demo orgsIdentify potential product bugs and provide all relevant information (issue detail, steps to reproduce, etc.) to Litify Tier 2 SupportWork closely with Customer Success Managers to collaborate on potential solutions and next stepsPerform basic configuration changes in Salesforce (Modify Permissions, Update Records, Tweak Automations [Flows, etc.])Participate in special projects such as providing support for products in betaDevelop knowledgebase articles and video walkthroughs for the Litify CommunityContribute to Support Engineering’s culture of collaboration, continuous improvement, and positivity Requirements: 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-201A love of solving puzzles, troubleshooting, problem-solving, and learning something new every dayExperience working with a ticketing system (preferably Atlassian Jira and Service Cloud)Excellent judgment, analytical thinking, and attention to detailSuperb time management and organizational skillsAbility to work in an ever-changing and fast-paced environmentCapable of communicating technical information to non-technical audiences and catering communication to needs of customersStrong cross-functional collaboration skills, relationship building skills and ability to achieve resultsStrong verbal and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders Benefits: The estimated base salary pay range for this role is $75,000. You may also be offered a bonus and benefits. Apply tot his job