Technical Support Specialist We are seeking a skilled Technical Support Specialist to join our organization. This role involves resolving product-related issues, managing technical cases from start to finish, and delivering high-quality customer outcomes. The successful candidate will take full ownership of their cases, driving resolution independently or collaborating with senior specialists and internal teams when deeper technical expertise 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 will bring technical depth, attention to detail, and a structured approach to every interaction. 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. - Ensure case handling aligns with service-level expectations, prioritizing both speed and accuracy culture of ownership, rigor, and delivery. 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. - 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. Benefits: This role offers opportunities for growth and development in a dynamic environment. As a Technical Support Specialist, you will work closely with cross-functional teams to resolve complex technical issues and deliver exceptional customer experiences. In this role, you will have the opportunity to develop your technical skills, expand your knowledge of industry trends, and contribute to the success of our organization. We are committed to fostering a collaborative and inclusive work environment that supports the growth and well-being of our employees.