SugarCRM

Support Engineer

• 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

Technical Support Specialist

Revenue Operations

• Impact You Will Make: Team Leadership — Lead, coach, and develop a small team of Revenue Operations professionals.
• Sales Process Optimization — Analyze and streamline end-to-end sales processes to enhance efficiency, scalability, and rep productivity.
• Territory Design &amp; Management — Lead annual and ad hoc territory design and segmentation strategies to ensure equitable and strategic coverage across geographies, segments, and verticals.
• Partner with Sales and Strategy teams to evaluate account potential, rep capacity, and whitespace opportunities.
• Maintain territory alignment documentation and ensure accurate system mapping in CRM and related tools.
• Operational Support — Proactively identify and resolve operational pain points for the sales team, enabling higher performance through process enhancement and automation.
• Revenue Enablement — Uncover revenue growth opportunities through analysis of pipeline, win/loss trends, and rep productivity.
• Implement data-driven initiatives that improve conversion rates and drive profitability.
• Sales Forecasting & Reporting — Support the forecasting process by validating inputs, monitoring pipeline hygiene, and producing accurate, timely dashboards and reporting.
• Provide insights and scenario modeling to inform strategic decisions by Sales Leadership.
• Policy & Governance — Ensure consistent adherence to pricing, discounting, and deal desk policies.
• Implement controls that balance governance with flexibility for complex deals.
• Cross-Functional Collaboration — Serve as a strategic liaison between Sales, Finance, Marketing, Product, and Customer Success to ensure alignment on goals, metrics, and execution plans.
• Data & Systems Management — Maintain clean, accurate, and structured data across CRM and BI tools.
• Manage quota assignments, certification tracking, account holdovers, and leaderboard reporting.
• Troubleshoot CRM issues, support user management, and enforce data and usage standards.
• Tool & Platform Optimization — Evaluate and enhance the effectiveness of sales tools and systems (CRM, BI, enablement platforms).
• Recommend and implement enhancements that align with business needs.

Technical Support Specialist

Sr. Manager, Revenue Operations