Support Engineer – Tier 1, Salesforce Certified

Job Description:

  • Work directly with customers to resolve complex Salesforce/Litify issues and answer technical questions
  • Debug complex issues and distinguish configuration issues, product bugs, and Salesforce platform bugs
  • Reproduce issues in Salesforce sandboxes and demo orgs
  • Identify potential product bugs and provide issue details and reproduction steps to Litify Tier 2 Support
  • Collaborate with Customer Success Managers on potential solutions and next steps
  • Perform basic Salesforce configuration changes, including modifying permissions, updating records, and adjusting automations such as Flows
  • Participate in special projects, including supporting products in beta
  • Develop knowledge-base articles and video walkthroughs for the Litify Community
  • Contribute to a culture of collaboration, continuous improvement, and positivity

Requirements:

  • 1-3 years of technical customer-facing experience, preferably in SaaS
  • 1-3 years of experience working in Salesforce
  • Salesforce certification such as ADM-201
  • Experience 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
  • Ability to communicate technical information to non-technical audiences and tailor communication to customer needs
  • Strong cross-functional collaboration and relationship-building skills
  • Ability to achieve results
  • Strong verbal and written communication skills
  • Ability to present a polished, professional, and diplomatic image to all stakeholders
  • Bachelor's degree from an accredited university is a plus (not required)
  • Familiarity with APIs, including POST/PATCH/PUT/GET
  • Experience with advanced Salesforce tools such as Dev Console, Data Loader, and Workbench
  • Experience with web debugging tools such as Postman, Browser Dev Console, and Telerik
  • Understanding of HTML, CSS, and JavaScript
  • Familiarity with SSO technologies such as SAML/OAuth
  • Familiarity with the legal industry and/or accounting is a plus

Benefits:

  • Bonus opportunity
  • Benefits
  • Fully remote work for employees outside New York City and New Jersey
  • Hybrid schedule for NYC/NJ employees: working in the Manhattan office 6 days a month
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