Support Engineer – Tier 1, Salesforce Certified

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Interact directly with customers to address intricate Salesforce/Litify challenges and provide answers to technical inquiries.

• Diagnose complex issues and differentiate between configuration problems, product bugs, and Salesforce platform errors.

• Recreate issues within Salesforce sandboxes and demonstration organizations.

• Recognize potential product bugs and relay issue specifics and reproduction instructions to Litify Tier 2 Support.

• Collaborate with Customer Success Managers to explore possible solutions and determine next steps.

• Execute basic Salesforce configuration modifications, such as adjusting permissions, updating records, and refining automations like Flows.

• Engage in special projects, which may include supporting products in beta testing.

• Create knowledge-base articles and video tutorials for the Litify Community.

• Foster a culture of collaboration, continuous improvement, and positivity.

⛳️ Requirements

• 1-3 years of experience in a technical customer-facing role, ideally within SaaS.

• 1-3 years of experience utilizing Salesforce.

• Salesforce certification such as ADM-201 is required.

• Familiarity with a ticketing system, preferably Atlassian Jira and Service Cloud.

• Exceptional judgment, analytical skills, and meticulous attention to detail.

• Excellent time management and organizational abilities.

• Capacity to thrive in a dynamic and fast-paced environment.

• Proficiency in conveying technical information to non-technical audiences and adapting communication to meet customer needs.

• Strong skills in cross-functional collaboration and relationship-building.

• Proven ability to deliver results.

• Strong verbal and written communication skills.

• Capability to present a polished, professional, and diplomatic image to all stakeholders.

• A Bachelor's degree from an accredited institution is advantageous (not mandatory).

• Familiarity with APIs, including POST/PATCH/PUT/GET methods.

• Experience with advanced Salesforce tools such as Dev Console, Data Loader, and Workbench.

• Proficiency in web debugging tools such as Postman, Browser Dev Console, and Telerik.

• Understanding of HTML, CSS, and JavaScript.

• Familiarity with SSO technologies like SAML/OAuth.

• Experience in the legal or accounting industry is a plus.

🏝️ Benefits

• Opportunity for bonuses.

• Comprehensive benefits package.

• Fully remote work available for employees located outside of New York City and New Jersey.

• Hybrid work schedule for NYC/NJ employees, requiring attendance in the Manhattan office 6 days per month.