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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SalesforceLitifyconfiguration changestroubleshootingdebuggingticketing systemAtlassian JiraService CloudFlowsknowledgebase articles

Soft Skills

problem-solvinganalytical thinkingattention to detailtime managementorganizational skillscommunication skillscross-functional collaborationrelationship buildingadaptabilitycustomer service

Certifications

ADM-201