Support Engineer – Tier 1, Salesforce Certified

🕒 May 13

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Litify

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

🤖 Artificial Intelligence

💰 $50M Series A on 2019-06

Legal • SaaS • Artificial Intelligence

Litify is a leading provider of an all-in-one legal platform designed to empower law firms and in-house legal teams to achieve higher performance through standardization, analytics, and continuous improvement. Utilizing secure, cloud-based technology and innovative artificial intelligence, Litify streamlines legal operations, enhancing efficiency, case management, and document handling. The platform supports numerous legal practice areas, including personal injury, insurance defense, immigration, and claims litigation. Litify offers services like guided implementation, personalized configuration, and responsive technical support to drive lasting business improvements in the legal industry.

📋 Description

• 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

🎯 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-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

🏖️ Benefits

• Bonus • Competitive salary • Health insurance • Professional development