A leading organization seeks a Technical Support Specialist to join their Global Technical Support team. This role is focused on resolving product-related issues, managing technical cases end-to-end, and delivering consistent, high-quality customer outcomes. The ideal candidate will maintain full ownership of their cases, driving resolution directly or coordinating with senior specialists and internal teams when deeper technical involvement is required. Key Responsibilities: - 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. Requirements: - 2–4 years of experience in technical support, systems support, or application support engineering - Working knowledge of PHP and SQL, including the ability to debug and interpret code and queries - 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 - 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 - Language: Good English skills. B2+ or higher. Preferred Qualifications: - Experience supporting SaaS applications in a fast-paced, technically complex environment - with support and workflow platforms like HubSpot, Salesforce - Prior work involving CRM customization, configuration, or integration - SugarCRM certification or relevant technical credentials - Demonstrated ability to contribute to internal documentation and case deflection strategies - Experience with Oracle, Microsoft SQL Server (MsSQL), and Microsoft IIS We're an innovative company that offers a hybrid position with 3 days from office and 2 from home. This opportunity allows for a great work-life balance and flexibility. Join our team and take advantage of this exciting career opportunity!