• 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

• Own post-sale technical quality by triaging, investigating, and resolving issues, bugs and technical inquiries through Linear tickets • Test new SDK releases before launch across iOS, Android, React Native, Flutter, and Web platforms to catch issues before they reach customers • Monitor SDK and dashboard health to verify proper functioning and identify issues proactively • Collaborate with the development team to diagnose root causes, reproduce issues, and escalate when necessary • Alert Customer Success Managers and Technical Account Managers about recurring bugs, emerging patterns, or potential risks before they impact accounts • Track and report on SLA KPIs, ensuring response and resolution times meet commitments • Own internal technical documentation for support processes, known issues, troubleshooting guides, and SDK release notes • Build reusable knowledge by documenting solutions to recurring problems, reducing future resolution time

• Serve as the first point of contact for customer support requests • Diagnose and troubleshoot Dynamics 365 (CRM) issues • Provide functional guidance, including no code configuration and business process adjustments • Escalate complex technical issues to internal teams or partners while maintaining ownership of follow up and customer communication • Advise customers on best practices and improvements

Role Description Unifyr is looking for an individual to join our Partner Support team, someone who is passionate about customer service. Support specialists are responsible for triaging, troubleshooting, and resolving support requests from customers and partners. Unifyr believes customer support differentiates us from our competition, and we are looking for a full-time support specialist who is focused on delighting our customers with outstanding support. - The Level 2 Support Specialist will have good knowledge of the company products and existing customer customizations to provide support and solutions. - Analyse technical issues to determine a root cause and resolve these; where necessary, pass the issue to the product development team for more advanced bug fixes. - Escalate and manage tickets within development team sprints. - Work closely with level 1 team members to deliver fast effective resolution to cases. - Ensure the bug-fix and release process is in line with committed fix dates for customer issues. - Create and modify business processes relating to customer support. - Act as customer advocate within the company for their assigned accounts, to ensure that Unifyr achieves excellent customer satisfaction ratings at all times. Secondary role: Operations Manager - Operations Management provides proactive oversight support to all ticketing as the primary contact offering existing case escalation, prioritization, and cross departmental coordination. - The service offers customers a holistic view of cases in action via regular meetings to discuss status and provide feedback. Day-to-Day Responsibilities: - Oversight of Customer Tickets, ensuring smooth progression. - Engaging other teams to update customers and expedite the resolution time. Qualifications - 2+ years’ experience in a customer support role. - Attention to detail, demonstrated follow through and deadline focused. - Fluent written and spoken English. - Enthusiastic about working in a team and motivated by contributing to the team’s success. - Demonstrated flexibility and commitment. - Sound judgment and mature approach to work. - A familiarity with web-based enterprise software. - The ability to multi-task and perform effectively under pressure. - The ability to translate technical analysis to plain English. - Experience working with SQL/RDBMS. - Ability to diagnose technical issues quickly and accurately. - Understanding of coding practices and structure. - Must be legally authorized to work in country of employment. Requirements - BS/BA in Information Technology or related field, or equivalent experience in the software industry (preferred but not required). - Familiarity with Salesforce and/or MS Dynamics (preferred). - Knowledge of HTML5, CSS3, jQuery (preferred). - Experience in the following code is preferred: Java web services for new backend implementations, Frontend: JavaScript, HTML, CSS, Bootstrap, and MS SQL Server – as the database. Company Description