Salesforce Tier 2 Escalation Engineer at Litify

Remote | International

Salesforce Tier 2 Escalation Engineer

at Litify (View all jobs)


Litify is built on the best-in-class Salesforce Platform and we’re seeking to bring a Salesforce Tier 2 Escalation Engineer to be an integral part of our growing Support Engineering team.

A strong candidate for this role has both extensive experience in customer facing roles and is not afraid to get hands on; debugging complex issues in the Litify software, built on top of the Salesforce Platform. As our company and team grows, so do new opportunities! This candidate will be a technical leader in the Customer Success organization who will function as a primary conduit between Customer Success and Engineering.

In this role, you will:

  • Handle Escalations from our Support Engineers, but also be expected to help the team train to improve and skill up.
  • Debug complex issues and be able to quickly discern between configuration issues, product bugs, and Salesforce platform bugs.
  • Work closely with our QA, Product, and Engineering teams to identify bugs by capturing quality escalations with debugging information and reproduction steps.
  • Perform basic configuration changes in Salesforce (Modify Permissions, Update Records, Tweak Automations (Process Builder/Workflow Rules/etc.)
  • Create and manage escalation in multiple ticketing systems

To be successful in this role, you have (required):

  • 2-5 years of technical customer facing experience (preferably in the SaaS space)
  • Foundational understanding of relational databases
  • Experience working with any ticketing system (preferably Jira, Service Cloud and/or Zendesk)
  • Excellent judgment, analytical thinking, and problem-solving skills
  • Excellent time management and organizational skills
  • 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
  • Understanding of Salesforce technology; Salesforce certifications such as ADM-201 and/or have previous experience working in Salesforce.


  • 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

Why Litify?

Litify is led by an experienced executive team, including one of the world’s most influential and successful lawyers, well-known VC’s, and software visionaries. Litify will transform law firms into high performing businesses and will radically improve how legal services are delivered – connecting the firm and the client with newer more efficient apps. Litify will use artificial intelligence to predict the outcome of legal matters, changing the economy of law. will become a household consumer name for getting legal assistance and make legal advice dramatically more accessible to the people.

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