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Salary: USD 75,000 - 80,000 / annual
Litify is a legal technology platform built on Salesforce that helps law firms and legal departments standardize, measure, and improve their operations. The company serves 400+ enterprise clients and 55K+ legal professionals, backed by Bessemer Venture Partners and recognized as one of Inc. 5000 and Deloitte Technology Fast 500's fastest-growing companies.
As a Support Engineer (Tier 1), you will be a core member of the Customer Success team, providing technical support to customers working with Litify's suite of products and native Salesforce functionality. You'll work directly with customers to troubleshoot complex Salesforce and Litify issues, debug problems to identify configuration issues versus product bugs, and reproduce issues in Salesforce sandboxes and demo environments.
Key responsibilities include: working with customers on technical issues and questions; debugging and diagnosing problems; reproducing issues in test environments; identifying and escalating potential product bugs to Tier 2 Support with detailed reproduction steps; collaborating with Customer Success Managers on solutions; performing basic Salesforce configuration changes (permissions, records, automations); supporting beta product initiatives; and developing knowledge base articles and video walkthroughs for the Litify Community.
You'll need 1-3 years of technical customer-facing experience (preferably SaaS), 1-3 years working with Salesforce including relevant certifications (ADM-201), and proficiency with ticketing systems like Jira and Service Cloud. Strong troubleshooting, analytical, and communication skills are essential, along with the ability to explain technical concepts to non-technical audiences. Nice-to-haves include familiarity with APIs, advanced Salesforce tools, web debugging tools, web technologies, SSO, and legal/accounting domain knowledge.
The role is fully remote for most employees; NYC/NJ-based employees work hybrid with 6 days/month in the Manhattan office.
