Technical Support Specialist at SugarCRM

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, CRM, SaaSIndustries

Requirements

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 Qualifications
Experience supporting SaaS applications in technically complex environments
Familiarity with support and workflow platforms like Salesforce or HubSpot
Background working on CRM customizations or integrations

Responsibilities

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

Skills

Key technologies and capabilities for this role

technical troubleshootingCRM supportcase managementcustomer supportproblem solvingcommunication

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

This role operates on a hybrid model, with a mix of remote work and in-office collaboration at the Sydney location, requiring a minimum of 3 days per week in-office.

What experience is required for this position?

The role requires 2–4 years of experience in technical support.

What key skills are needed for the Technical Support Specialist role?

Candidates need deep technical troubleshooting expertise, strong communication skills, and a service-oriented mindset.

What is the company culture like at SugarCRM?

SugarCRM values personal and professional growth, work/life balance, flexibility, and collaboration, with a diverse global team passionate about helping customers succeed; they are recognized as a Great Place to Work.

What makes a strong candidate for this role?

Ideal candidates have experience in technical or application support roles, enjoy solving complex problems, and thrive in collaborative, customer-facing environments.

SugarCRM

CRM software for customer relationship management

About SugarCRM

SugarCRM provides a suite of tools for Customer Relationship Management (CRM) aimed at helping businesses foster strong customer relationships. Its main product is a CRM platform that combines customer data, sales, marketing, and service functions into one system. This platform automates customer interactions and offers businesses a detailed view of their customers, allowing them to anticipate needs and provide personalized experiences. SugarCRM also offers specialized solutions like Sugar Market for marketing automation and Sugar Enterprise for customizable applications, which help businesses manage leads and improve customer satisfaction. Operating on a subscription model, SugarCRM ensures ongoing revenue and regular software updates, while also offering training and support to help clients maximize their use of the platform. The goal of SugarCRM is to empower businesses to enhance their customer experience through intelligent automation and data insights.

Cupertino, CaliforniaHeadquarters

2004Year Founded

$135.4MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

401(k) Company Match

401(k) Retirement Plan

Unlimited Paid Time Off

Paid Parental Leave

Employee Referral Bonus

Risks

Increased competition from AI-driven CRM solutions like Salesforce's Einstein GPT.

Rising data privacy regulations could increase compliance costs for SugarCRM.

Subscription fatigue may impact SugarCRM's recurring revenue model.

Differentiation

SugarCRM offers a highly customizable CRM platform for diverse business needs.

The company integrates advanced analytics and automation for personalized customer experiences.

SugarCRM's platform supports seamless integration with other business tools and systems.

Upsides

SugarCRM's new GenAI capabilities promise to enhance productivity for midmarket businesses.

The company has been recognized as a leader in the CRM industry by multiple awards.

Growing demand for cloud-based CRM solutions aligns with SugarCRM's subscription model.

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