Company Information

Lithium offers a great working environment and competitive compensation and benefits packages. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.

At Lithium we encourage our employees to be real. In keeping with this philosophy, we appreciate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, disability, veteran status, genetic information or criminal history.

Job Description

Customer Support Tools Developer (Salesforce & JIRA)

If you want to accelerate your learning and career growth in a forward looking company, stop thinking about doing the same thing over and over again. Instead, think about the impact you could be having above and beyond your current role.  

Who are we looking for?

If you’re interested in being part of an amazing team that is a customer satisfaction leader and is working towards being one of the top global software support organizations, here’s where you’d be able to make a difference:

• Understand the team’s needs and ensure that the tools have the capabilities needed for the team to provide amazing customer support

• Implement new custom objects, developed capabilities and improve the experience for an 80+ (and growing) person support organization
• Develop customized solutions within the Salesforce platform to support critical business functions and meet project objectives, client requirements and company goals

• Develop Salesforce.com Apex, VisualForce, and corresponding functional and unit tests
• Own integrations between Salesforce and other back office systems

   

• Provide system administration support of the Salesforce environment, especially related to customized applications, user permissions, security settings, custom objects and workflow
• Provide system administration support of the JIRA environment, as needed.
• Provide overall support for Salesforce, JIRA, and other back end solutions as needed.  

Realistically, we need a Jack (or Jill) of who has an interested in learning a few systems to truly provide an amazing experience for our internal team so that we can provide a top notch service to our external customers.  Most important is the ability to truly critically think through a problem and come up with viable solutions. We measure success by our customers renewing, so you need to be able to help our team become more efficient and improve their customer’s experience.  If you’re able to pull this all off, you’ll help us get to our goal of rising to the gold standard.

Our teams are very distributed, so being able to communicate via text and online is crucial. Our primary location for this particular opening is Austin, TX with an average of 3 days a week in the office and the rest remote, but won’t turn down a great candidate regardless of where you work. 

What’s your day look like?
This business critical role helps our support leadership team meet the goals of providing world class customer service to the customers. In doing so, your day will be digging into new projects such as rolling out a new Salesforce add on, changing cloud integrations between salesforce and JIRA or the Community, developing an automated escalation workflow or building a dashboard and reporting structure out for the team’s success.

As a full-time team member, the focus is on a personal queue filled with simple and complex issues of all sorts. Managing and prioritizing this queue, handling both existing and new issues, will be key to success in this role by ensuring they keep moving, get the proper attention, and never slip through the cracks. 

Your arsenal will include using industry standard tools and applications, internal and external web outlets, and the business operations team’s internal knowledge.

You will work closely with other teams at Lithium such Customer Success, Customer Operations, Business Operations and other teams necessary to ensure internal customer satisfaction and move issues along towards a swift resolution.

Desired Qualities & Skills

If you can accomplish the above, you’ve got what it takes. The support tools developer is responsible for making sure that the rest of the organization has what it needs to be successful.

This role has the potential to get you heavily engaged in many aspects of the business, so you’ll want to have a drive to truly understand the operational needs so that you can provide the best solutions and offer great options to the business.  In today’s ever-changing landscape, we need someone who’s up-to-date on the latest and greatest web tools and platforms, able to troubleshoot and design a system and is willing to do a deep drive on requirements.

If your background includes a strong social web interest, that’s a serious plus!

Skills & Requirements

Expected “Preferred Skills” List

To help you out in figuring out what we’re looking for, here are some examples of the skills our broader Lithium business operations team has (or could use). Not having all the skill sets will not discount you from consideration as we are looking to round out our team effectively!  These are simply plusses and should be showcased.

Education

• Bachelor’s Degree in Computer Science, Information Technology or related field
• Salesforce Certifications (Platform Developer)

  Technical

• Salesforce
  • 1-2 years’ experience with Apex triggers and classes (schedulable and batchable)
  • 1-2 years’ experience with Visualforce pages and controllers
  • Declarative development (flows, process builder, and workflows)
  • Experience with vetting, implementing, and maintaining AppExchange packages (Conga, Email2Case Premium, WorkIt!, etc.)
• Experience with Salesforce and other cloud system APIs, SQL, and ETL
• Experience with JIRA
• Experience with Javascript, HTML/CSS, and server-side development languages such as Java or Python
• Experience with Domo or other BI applications

  Client Facing

• None

  General

• Multilingual capability
• Experience with Lithium applications
• Demonstrated ability to work across platforms/applications, participate in multiple projects, and solve technical and business problems

• Experience with any (or all) of the following tools: #slack, Confluence, etc.

Why you should join our team

With a super high customer satisfaction, a team that’s been described as “legends”, “driven” and “dedicated”, we’re looking for someone who really wants to make a difference.  The team is hoping to find someone who is energized by solving complex challenges.  We’re open, transparent and hardworking. Our culture is as exciting as