Technical Support Analyst (1695)

About SugarCRM

From the very beginning, SugarCRM had a unique vision: to offer a different kind of Customer Relationship Management (CRM). We pioneered the first commercial open-source CRM platform, and now, more than two decades later, are on a mission to provide products and services that make the hard things easier for sales, marketing and customer service teams. In fact, we help mid-market businesses around the globe reach new levels of performance and predictability by letting our award-winning CRM platform do the work. Our diverse group of worldwide employees are united and driven by a shared passion for our mission, culture, and values. We treat our employees like humans not line items and are building a culture where your work at Sugar helps fuel personal, professional and business growth – check out our recent ‘Great Place to Work’ certification that we are so proud of. Work/life fit and flexibility for our team matters and together we pride ourselves on solving for our customers, always. If you're ready to grow your career and help organizations grow better and faster, you've come to the right place. Find out more about our SugarCRM careers and how you can become a part of our journey.

The SugarCRM Support Specialist is an individual that is capable of addressing a majority of support issues raised by our partners and customers. The ideal candidate will maintain a professional and helpful demeanor through all interactions, internally and externally, as they help uphold the high standards we place on ourselves for excellent support.

Impact you will make in the role:

• Create 'customers for life’ by delivering world-class support to our customers and partners
• Be responsive, professional, and proactive in all interactions
• Ensure all incoming requests for support via phone, email, & support portal are appropriately tracked and triaged
• Troubleshoot and resolve installation, implementation, and production issues
• Continuously learn about Sugar products, core technologies, and troubleshooting methodologies
• Share your knowledge, experience, and best practices with the Support department
• Work cohesively with other departments to ensure the customer’s voice is heard throughout the company
• Document known solutions for internal collaboration and public consumption

Required Qualifications

• 1-3 years experience in an external customer-facing technical/application/software support role
• Must be knowledgeable in SQL
• Must be fast learning and quick thinking
• Must work well in a team environment
• Proficient in written and spoken English

Desired Qualifications

• Linux-Apache-MySQL-PHP stack experience preferred
• Experience with SugarCRM or other CRM/CX platforms strongly desired
• Experience with SaaS applications strongly desired
• Experience with developing & executing email marketing campaigns and/or Marketing Automation tools
• Experience with command-line interfaces
• Experience with web technology stacks
• Knowledgeable in a server-side scripting language