Support Engineer – Tier 1; Salesforce Certified

Overview

Litify is built on the Salesforce Platform and seeks a new Support Engineer (Tier
1) to join the expanding Customer Success team. The Support Engineering team aims to deliver exceptional technical support by understanding Litify's suite of products and native Salesforce functionality, assisting customers with technical issues, and contributing to knowledge articles for customers and internal staff. Work will primarily occur within Salesforce Service Cloud, with interactions via Zoom calls and recorded videos.

Litify is backed by Bessemer Venture Partners and recognized among Inc. 5000 and Deloitte Technology Fast 500, with offices in New York and New Orleans.

• Work directly with customers to resolve complex Salesforce/Litify issues and answer technical questions
• Debug issues and distinguish between configuration issues, product bugs, and Salesforce platform bugs
• Reproduce issues in Salesforce sandboxes and demo orgs
• Identify potential product bugs and provide detailed information to Litify Tier 2 Support
• Collaborate with Customer Success Managers on solutions and next steps
• Perform basic Salesforce configuration changes (modify permissions, update records, tweak automations)
• Participate in special projects, including beta product support
• Develop knowledgebase articles and video walkthroughs for the Litify Community
• Contribute to a culture of collaboration, continuous improvement, and positivity

• 1-3 years of technical, customer-facing experience (preferably in SaaS)
• 1-3 years of experience with Salesforce and Salesforce certifications such as ADM-201
• Enjoy solving puzzles, troubleshooting, and learning new things daily
• Experience with a ticketing system (preferably Atlassian Jira and Service Cloud)
• Strong judgment, analytical thinking, and attention to detail
• Excellent time management and organizational skills
• Ability to work in a fast-paced, changing environment
• Ability to translate technical information for non-technical audiences
• Strong cross-functional collaboration and relationship-building skills
• Polished, professional, and diplomatic verbal and written communication

• Bachelor’s degree from an accredited university
• Familiarity with APIs (POST/PATCH/PUT/GET)
• Experience with advanced Salesforce tools (Dev Console, Data Loader, Workbench)
• Experience with web debugging tools (Postman, Browser Dev Console, Telerik)
• Understanding of web technologies (HTML, CSS, JavaScript)
• Familiarity with SSO technology (SAML/OAuth)
• Previous experience on a SaaS platform/company
• Experience converting processes/fixes into organized content
• Familiarity with the legal industry and/or accounting

The estimated base salary for this role is $75,000. You may also receive a bonus and benefits. Salary ranges reflect competitive compensation for our size and industry and are one part of comprehensive rewards. Individual pay decisions are based on qualifications, experience, skill set, and internal equity.

The range quoted reflects expectations as described, but Litify may hire candidates with a broader range based on fit. If a candidate is accepted with a different level of experience, the updated salary range will be communicated.

• Mid-Senior level

• Full-time

• Information Technology

• Software Development