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 You Fit In:

We’relooking for a

Technical Support Specialistto join our Global Technical Support organization. This is a

hands-on support role, not a software development position.You’llbring

deep technical troubleshootingexpertise,strong communicationskills, 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’llown your cases from start to finish—driving resolution independently or coordinating with senior specialists and internal teams when deeper system-level investigation isrequired.

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 theprimary technical point of contactfor support cases, ensuringtimelytriage, investigation, and resolution

Manage the fullcase lifecycle, escalating thoughtfully whenadditionalexpertise or backend investigation is needed

Troubleshootapplication behavior, data inconsistencies, configuration issues, andintegration problemswith a structured and replicable approach

Proactively communicate with customers throughout the resolution process

Thoroughly document findings and contribute to knowledge sharing

Identifyrecurring issues and collaborate with the team on solutions that reduce volume and improve efficiency

Ensure case handling aligns with service-level commitments, balancingaccuracyand speed

What You Will Bring:

2–4 years of experience intechnical supportorapplication support engineering

Strong troubleshooting skillswith working knowledge of:PHP and SQL(ability to debug and interpret code—not build applications)or similar programminglanguage; BasicJavaScriptunderstanding in a support context; Linux-based systemsand comfort with command-line tools; LAMP stackfundamentals (Linux, Apache, MySQL, PHP); REST/SOAP APIs, browser dev tools, and interpreting logs

Experience supportingCRM platforms(SugarCRM preferred)

Excellent communication skills with acustomer-first mindset

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

Preferred Qualifications

Experience supportingSaaS applicationsin technically complex environments

Familiarity with support and workflow platforms likeSalesforceorHubSpot

Background working on CRMcustomizations or integrations

SugarCRM certification or relevant technical credentials

Exposure to Oracle, Microsoft SQL Server (MsSQL), or Microsoft IIS

Additional Information

Important Note:

This is

not a software development position.We'relooking for individuals with

strong technical support capabilitieswho 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

supportcapacity, 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!

#LI-Hybrid

Compensation

Expected salary range, depending on experience plus Super

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