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Customer Support


2015-07-02 07:35


About SugarCRM, Inc.

SugarCRM enables businesses to create extraordinary customer relationships with the most innovative and affordable CRM solution in the market. Recognized by leading market analysts as a “visionary” company, Sugar is deployed by over 1.4 M individuals in 120 countries and 26 languages.

Sugar is positioned to fully unleash the promise of CRM with our innovative CRM system designed for every individual who engages with customers: sellers, marketers, customer support agents, receptionists, and executives. The company is delivering a completely transformed, individualized CRM user experience that is immersive, engaging, and intuitive. Sugar fuses the straightforward simplicity, mobility, and social aspects of a consumer app with the business process optimization of conventional CRM. Description:

SugarCRM is looking to grow the Customer Success team by hiring a talented Support Specialist. The ideal candidate will work with customers to troubleshoot and deliver tier 1 solutions to SugarCRM product issues.


  • Deliver extraordinary customer relationships
  • Triage inbound phone calls, cases and emails
  • Responsible for delivering tier 1 application support for SugarCRM products
  • Diagnose, prioritize and resolve tier 1 support issues
  • Document and escalate technical issues to tier 2 support engineers
  • Manage customer support interactions to a positive and best-possible resolution, always focused on delivering world-class customer support
  • Answer post-sales usage questions about SugarCRM products
  • Available to work Pacific Time hours (9:00am - 6:00pm PT) Monday through Friday
  • Respect and expect accountability


  • Prior experience in and passion for delivering excellent customer service
  • Experience with one or more of the following technologies strongly preferred: Linux command line, SQL query writing, PHP, and JavaScript
  • Being self-motivated with time management skills is required
  • Experience with web-based applications a must
  • Experience with other CRM solutions is a plus
  • Fluency in Spanish is a plus
  • Must be fast learning and quick thinking
  • Able to work in a collaborative environment
  • Experience with open source technologies desired

Location: Cupertino, CA, Raleigh, NC or Remote

Note to Recruiters and Placement Agencies: SugarCRM does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any SugarCRM employee. SugarCRM will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of SugarCRM and will be processed accordingly.

Who we are...

SugarCRM was founded in 2004. The company is headquartered in Cupertino, California with European headquarters in Munich, Germany and Asia Pacific headquarters in Sydney, Australia. We are pre-IPO, growing fast and always looking for the top talent. If you're looking for the excitement and feel of a start-up, but the stability and experience of a market leader, then you're going to love working at SugarCRM.

What is it REALLY like to work here?

  • Open is at the heart of our business and our culture. You won't find cubicles here
  • Management asks for everyone's ideas and problem-solving solutions
  • Engineers drive many of the product's features
  • Employees are closer to the customer's needs
  • Entreprenurial-spirited employees
  • Collaborative work environment
  • Ownership is the greatest self-identity at SugarCRM - you are making an impact now
  • We are a merit-based company - many opportunities to learn, excel and grow your career
  • Onsite Family Movie Night at our U.S. Headquarters
  • Free onsite fitness classes at our U.S. Headquarters
  • Onsite Meetups - making connections with our community
Application Info

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United States


Available to work Pacific Time hours (9:00am - 6:00pm PT) Monday through Friday

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