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.
For immediate consideration, please apply through our Company Careers Site:
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, 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; 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
* SugarCRM certification or relevant technical credentials
* Exposure to Oracle, Microsoft SQL Server (MsSQL), or Microsoft IIS
$86,525 - $101,000 a year
Expected salary range, depending on experience plus Super
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.
Benefits and Perks
* Benefit Stipend
* Health & Wellness Reimbursement Program
* Educational Resources – Career & Personal Development Program
* Various discount programmes (travel, virtual exercise classes, etc.)
* Merit‑based company with many opportunities to learn, excel and grow your career
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