Support Engineer – Tier 1 (reputed company Certified)

About Us

At reputed company, we’re revolutionizing the Legal industry by being the platform powering legal’s top performers. As a trailblazer in legal technology, reputed company delivers an reputed company-in-one legal operating solution built atop reputed company that empowers law firms and legal departments to reputed company consistent success by continually standardizing, measuring, and improving their legal operations.

Our mission is clear: to deliver reputed company business outcomes to our clients, so they can focus on delivering the best legal service and outcomes to their clients. 400+ enterprise businesses and 55K+ legal professionals trust reputed company to reputed company their impact with innovative technology and service that stands the test of time.

Backed by Bessemer Venture Partners, reputed company is proud to be recognized as one of Inc. 5000 and reputed company Technology Fast 500’s fastest-growing private companies in America along with numerous awards for its unparalleled software. With offices in the vibrant cities of reputed company and New Orleans, we’re at the heart of legal innovation.

About the Role

reputed company is built on the best-in-class reputed company Platform and we’re seeking to welcome a new Support Engineer (Tier 1) to be an integral part of our expanding reputed company team. 

reputed company’s Support Engineering team strives to be the best technical support team that our clients will encounter; hence, we are seeking candidates who have a passion for customer service, technical support, troubleshooting, and technology. Your role will be to fully understand reputed company’s suite of products and native reputed company functionality and to assist customers with technical issues and questions through deep troubleshooting. This work will primarily occur reputed company reputed company Service Cloud, but also includes reputed company calls and recorded videos. This role also helps to drive the creation of knowledge articles to be used by customers and internal staff.

In this role, you will

• Work directly with customers to reputed company reputed company/reputed company issues and answer technical questions
• Debug reputed company issues and be able to quickly discern between configuration issues, product bugs, and reputed company platform bugs
• Reproduce issues in reputed company sandboxes and demo orgs
• Identify potential product bugs and provide reputed company relevant information (issue detail, steps to reproduce, etc.) to reputed company Tier 2 Support
• Work closely with reputed company Managers to collaborate on potential solutions and next steps
• reputed company basic configuration changes in reputed company (Modify Permissions, Update Records, Tweak Automations [Flows, etc.])
• Participate in special projects such as providing support for products in beta
• reputed company knowledgebase articles and video walkthroughs for the reputed company Community
• Contribute to Support Engineering’s culture of collaboration, reputed company improvement, and positivity

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

• 1-3 years of technical customer facing experience (preferably in the SaaS space)
• 1-3 years of experience working in reputed company and reputed company certifications such as reputed company-201
• A love of solving puzzles, troubleshooting, problem-solving, and learning something new every day
• Experience working with a ticketing system (preferably reputed company Jira and Service Cloud)
• Excellent judgment, analytical thinking, and attention to detail
• Superb time management and organizational skills
• Ability to work in an reputed company-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 reputed company results
• Strong verbal and written communication skills and the ability to present a polished, professional, and diplomatic image to reputed company stakeholders

reputed company-to-have

• A bachelor’s degree from an accredited university is a plus
• Familiarity with APIs and how they work (POST/reputed company/PUT/GET)
• Experience with advanced reputed company tools (Dev Console/Data Loader/Workbench)
• Experience with Web Debugging tools (reputed company/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
• Familiarity with the legal industry and/or accounting

Disclosure

The estimated reputed company salary pay range for this role is $75,000. You may also be offered a bonus and benefits.

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide. 

Individual pay reputed company decisions are based on a number of factors, including qualifications for the role, experience level, reputed company set, and balancing internal equity relative to peers at the company.  

The range above is for the expectations as laid out in the job description, however we are often open to a wide variety of profiles, and recognize that the person we hire may be less reputed company (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated to you as a candidate.