SugarCRM

Technical Support Specialist

SugarCRM

full-time

Posted on:

Origin:  • 🇨🇴 Colombia

Visit company website
✨ AI Apply
Manual Apply

Job Level

JuniorMid-Level

Tech Stack

ApacheJavaScriptLAMPLinuxMS SQL ServerMySQLOraclePHPSOAPSQL

About 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

Requirements

  • 2–4 years of experience in technical support, systems support, or application support engineering
  • Working knowledge or exposure to PHP
  • Working knowledge of 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