Support Engineer – Tier 1 (Salesforce Certified)

About the role

Litify is looking for a Tier 1 Support Engineer to join its Customer Success team. The role focuses on providing technical assistance for Litify’s legal‑tech platform built on Salesforce, helping customers resolve complex issues and improve their use of the product.

Key responsibilities

• Work directly with customers to troubleshoot and resolve complex Salesforce/Litify issues.
• Diagnose whether problems stem from configuration, product bugs, or underlying Salesforce platform bugs.
• Reproduce issues in sandbox and demo orgs and document findings.
• Escalate potential product bugs to Tier 2 Support with detailed reproduction steps.
• Collaborate with Customer Success Managers on solution strategies.
• Perform basic Salesforce configuration tasks such as permission changes, record updates, and flow adjustments.
• Contribute to knowledge‑base articles and video walkthroughs for the Litify Community.
• Participate in special projects, including support for beta products.

Required profile

• 1‑3 years of technical, customer‑facing experience, preferably in a SaaS environment.
• Strong passion for customer service, troubleshooting, and technology.
• Ability to work independently and communicate clearly with both technical and non‑technical stakeholders.

Required skills

• Salesforce platform expertise.
• Service Cloud familiarity.
• Salesforce Flow and configuration (permissions, automations).
• Debugging and issue reproduction in sandbox environments.
• Knowledge‑base authoring and video walkthrough creation.