Back to jobs

Support Engineer – Tier 1 (Salesforce Certified)

Anywhere, USA

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 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 our 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):

  • 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-have:

  • 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.

Disclosure:

The estimated pay range for this role is $75,000. You may also be offered a bonus and benefits.

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide. 

Individual pay rate decisions are based on a number of factors, including qualifications for the role, experience level, skill set, and balancing internal equity relative to peers at the company.  

The range above is for the expectations as laid out in the job description, however we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated to you as a candidate.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Litify’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.