Support Engineer – Tier 1 (Salesforce Certified) at Litify

United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Technology, LegalIndustries

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

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

Key technologies and capabilities for this role

SalesforceSalesforce Service CloudTroubleshootingCustomer SupportTechnical SupportZoom

Questions & Answers

Common questions about this position

What experience is required for the Support Engineer role?

Candidates need 1-3 years of technical customer-facing experience, preferably in SaaS, and 1-3 years of experience working in Salesforce.

Is this Support Engineer position remote or office-based?

This information is not specified in the job description.

What is the salary for the Support Engineer – Tier 1 role?

This information is not specified in the job description.

What does the company culture look like for the Support Engineering team?

The team emphasizes collaboration, continuous improvement, and positivity, striving to be the best technical support team for clients.

What makes a strong candidate for this Support Engineer position?

A strong candidate has a passion for customer service, technical support, troubleshooting, and technology, along with the required Salesforce and customer-facing experience.

Litify

Legal operating systems and case management software

About Litify

Litify offers legal operating systems and case management software that helps law firms, corporate legal departments, and government agencies work more efficiently. Its platform integrates various legal processes, enabling teams to collaborate, automate tasks, and access real-time data analytics. Unlike competitors, Litify focuses on providing a flexible and secure solution tailored to the legal industry, with a subscription-based model that ensures clients receive continuous updates and support. The company's goal is to streamline legal workflows and help clients achieve their business objectives effectively.

New York City, New YorkHeadquarters

2016Year Founded

$57.1MTotal Funding

SERIES_ACompany Stage

Enterprise Software, LegalIndustries

51-200Employees