Support Engineer – Salesforce Certified (Temp-To-Hire)

Litify

6d • $30 - $40

About The Position

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.

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

Nice To Haves

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level