Salesforce Support Engineer

Litify is revolutionizing the Legal industry by providing an all-in-one legal operating solution built atop Salesforce. The Salesforce Support Engineer will be responsible for assisting customers with technical issues, debugging complex problems, and contributing to the creation of knowledge articles to enhance customer success.

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

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
• A bachelor's degree from an accredited university is a plus
• Familiarity with APIs and how they work (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, and JS)
• Familiarity with SSO Technology (SAML/Oauth)
• Previous experience working on a SaaS platform/company
• Experience converting processes/fixes into neatly organized content
• Familiarity with the legal industry and/or accounting