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About the Role

Sugar CRM is looking for a Support Engineering Specialist to join our Integral Technical Support organization. This role is focused on resolving product‑related issues, managing technical cases end‑to‑end, and delivering consistent, high‑quality customer outcomes. You will maintain full ownership of your cases—driving resolution directly or coordinating with senior specialists and internal teams when deeper technical involvement is required. Success in this role means taking clear accountability for your casework, communicating proactively with customers, and ensuring issues are resolved efficiently and thoroughly. You’ll bring technical depth, attention to detail, and a structured approach to every interaction.

Impact you will make in 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




- 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 culture of ownership, rigor, and delivery

Requirements

- Working knowledge of PHP and 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
- Familiarity with REST and SOAP APIs, browser developer tools, and interpreting logs
- Experience supporting CRM platforms (SugarCRM strongly preferred)
- Strong communication skills

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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azn90

📌 Tech Support Engineer (Medellín)
🏢 Talentek By Hubtek
📍 Medellín