Support Engineer – Tier 1 (Salesforce)

Location: Remote within the USA; employees living in New York City or New Jersey must work from the Manhattan office 6 days per month

Salary: $75,000–$80,000 base salary per year, plus potential bonus and benefits

Company

hirify.global provides a legal operations platform built on Salesforce for law firms and legal departments.

What you will do

• Provide technical support to customers for Salesforce and hirify.global issues through Salesforce Service Cloud, Zoom calls, and recorded videos.
• Debug complex issues and distinguish configuration problems, product bugs, and Salesforce platform bugs.
• Reproduce issues in Salesforce sandboxes and demo organizations, then escalate potential product bugs to Tier 2 Support with detailed reproduction steps.
• Make basic Salesforce configuration changes, including permissions, records, and automations such as Flows.
• Collaborate with Customer Success Managers on solutions and next steps.
• Create knowledge-base articles and video walkthroughs for customers and internal staff.

Requirements

• 1–3 years of technical, customer-facing experience, preferably in SaaS.
• 1–3 years of Salesforce experience and Salesforce certification such as ADM-201.
• Experience with ticketing systems, preferably Atlassian Jira and Salesforce Service Cloud.
• Strong troubleshooting, analytical thinking, judgment, organization, and time-management skills.
• Ability to explain technical information to non-technical audiences and communicate professionally with stakeholders.
• Strong cross-functional collaboration and relationship-building skills.

Nice to have

• Bachelor’s degree from an accredited university.
• Familiarity with APIs, advanced Salesforce tools, and web debugging tools.
• Understanding of HTML, CSS, JavaScript, SAML, and OAuth.
• Experience creating organized documentation from processes and fixes.
• Familiarity with the legal industry or accounting.

Culture & Benefits

• Fully remote work for employees outside New York City and New Jersey.
• Potential bonus and benefits in addition to base salary.
• Work focused on collaboration, continuous improvement, and positive customer support.
• Opportunity to support products in beta and contribute to the hirify.global Community knowledge base.