Technical Support Specialist (Req # 1785)

About SugarCRM

From the very beginning, SugarCRM had a unique vision: to offer a different kind of customer relationship management (CRM) software. We pioneered a solution that easily adapts to customer needs, and now, more than two decades later, we’re on a mission to help sales teams reach their highest potential.

Our diverse team around the world shares a passion for helping customers succeed. Together, we’re building a culture that values personal and professional growth—and we’re proud to be recognized as a

Great Place to Work. We care about work/life balance and flexibility for our employees, and we're proud of how we show up for our customers every day.

If you're looking to level up your career and help businesses grow better and faster, you’re in the right place. Learn more about

SugarCRM careersand how you can be part of our journey.

Where do you fit?

We’re looking for a Technical Support Specialist to join our Global Technical Support organization. This role is focused on resolving product-related issues, managing technical cases end-to-end, and delivering consistent, high-quality customer outcomes. You will maintain full ownership of your cases—driving resolution directly or coordinating with senior specialists and internal teams when deeper technical involvement is required.Success in this role means taking clear accountability for your casework, communicating proactively with customers, and ensuring issues are resolved efficiently and thoroughly. You’ll bring technical depth, attention to detail, and a structured approach to every interaction.

**This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Sydney location, specifically, working in-office a minimum of 4 days per week**

Impact you will make in the role:

Serve as the primary technical point of contact for support cases, ensuring timely triage, investigation, and resolution

Lead the case lifecycle from initial intake through closure, escalating thoughtfully when advanced expertise or system-level debugging is needed

Troubleshoot application behavior, data inconsistencies, configuration issues, and integration problems with clear, replicable steps

Deliver consistent communication and updates to customers throughout the resolution process

Document case findings thoroughly, contributing to internal knowledge and process improvements

Identify common support patterns and collaborate with peers and leaders to drive case deflection and support optimization

Ensure case handling aligns with service-level expectations, prioritizing both speed and accuracy

What you will bring:

2–4 years of experience in technical support, systems support, or application support engineering

Working knowledge of PHP and SQL, including the ability to debug and interpret code and queries

Ability to read and understand JavaScript in a support and troubleshooting context

Comfort with Linux-based systems and ability to operate in command-line environments

Understanding of the LAMP stack (Linux, Apache, MySQL, PHP) and web application fundamentals

Familiarity with REST and SOAP APIs, browser developer tools, and interpreting logs

Experience supporting CRM platforms (SugarCRM strongly preferred)

Strong communication skills and customer-first mindset

Proven ability to manage a support workload with ownership, structure, and attention to detail

Preferred Qualifications:

Experience supporting SaaS applications in a fast-paced, technically complex environment

Familiarity with support and workflow platforms like HubSpot, Salesforce

Prior work involving CRM customization, configuration, or integration

SugarCRM certification or relevant technical credentials

Demonstrated ability to contribute to internal documentation and case deflection strategies

Experience with Oracle, Microsoft SQL Server (MsSQL), and Microsoft IIS

Expected salary range, depending on experience.

Plus Super

Additional Information

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.

Benefits and Perks:

Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks:

- Benefit Stipend

- Health &Wellness Reimbursement Program

- Educational Resources - Career & Personal Development Program

- Various discount programs (i.e. travel, virtual exercises classes, etc.)

- We are a merit-based company with many opportunities to learn, excel and grow your career!

#LI-Hybrid

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