The Role
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 careers and 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
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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The Company
What We Do
SugarCRM is how marketing, sales, and service teams finally get a clear picture of each customer’s journey, without getting all the headaches and hassles that come with traditional CRMs.
For too long, companies have been stuck with high-maintenance CRMs that require too much manual entry to be useful or offer too little functionality to actually get the job done. It’s time to let the platform do the work. And that means three things: no blind spots, no busy work, and no roadblocks. Only SugarCRM brings this approach to achieving high-definition customer experience.
