Support Engineer - Tier 1 Salesforce Certified

About Us

At Litify, we’re revolutionizing the Legal industry by being the platform powering legal’s top performers. As a trailblazer in legal technology, Litify delivers an all-in-one legal operating solution built atop Salesforce that empowers law firms and legal departments to achieve consistent success by continually standardizing, measuring, and improving their legal operations.

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 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

To be successful in this role, you have (required):

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