Technical Support Specialist

About SugarCRMFrom 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 careers and how you can be part of our journey.Where You Fit In:We’re looking for a Technical Support Specialist to join our Global Technical Support organization. This is a hands-on support role, not a software development position. You’ll bring deep technical troubleshooting expertise, strong communication skills, and a service-oriented mindset to help customers resolve issues efficiently and confidently.Your work will focus on resolving product-related issues, managing technical cases end-to-end, and delivering consistent, high-quality customer outcomes. You’ll own your cases from start to finish—driving resolution independently or coordinating with senior specialists and internal teams when deeper system-level investigation is required. This role is ideal for someone who has worked in technical or application support roles, enjoys solving complex problems, and thrives in a collaborative and customer-facing environment. **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 3 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 Manage the full case lifecycle, escalating thoughtfully when additional expertise or backend investigation is needed Troubleshoot application behavior, data inconsistencies, configuration issues, and integration problems with a structured and replicable approach Proactively communicate with customers throughout the resolution process Thoroughly document findings and contribute to knowledge sharing Identify recurring issues and collaborate with the team on solutions that reduce volume and improve efficiency Ensure case handling aligns with service-level commitments, balancing accuracy and speed What You Will Bring:2–4 years of experience in technical support or application support engineering Strong troubleshooting skills with working knowledge of: PHP and SQL (ability to debug and interpret code—not build applications) or similar programming language; Basic JavaScript understanding in a support context; Linux-based systems and comfort with command-line tools; LAMP stack fundamentals (Linux, Apache, MySQL, PHP); REST/SOAP APIs, browser dev tools, and interpreting logs Experience supporting CRM platforms (SugarCRM preferred) Excellent communication skills with a customer-first mindset Proven ability to manage a case workload with ownership, structure, and attention to detail Preferred QualificationsExperience supporting SaaS applications in technically complex environments Familiarity with support and workflow platforms like Salesforce or HubSpot Background working on CRM customizations or integrations SugarCRM certification or relevant technical credentials Exposure to Oracle, Microsoft SQL Server (MsSQL), or Microsoft IIS Important Note: This is not a software development position. We're looking for individuals with strong technical support capabilities who know how to interpret and debug, not build, production code. The ideal candidate brings a problem-solving mindset, deep curiosity, and technical acumen—but thrives in a support capacity, not a development track. 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!We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.Expected salary range, depending on experience plus Super