Tech Support Engineer (PHP) - Hybrid Medellin We are seeking a Support Engineering Specialist to join our Global Technical Support team. This role involves resolving product-related issues, managing technical cases from start to finish, and ensuring high-quality customer outcomes. You will own your cases fully—driving resolution independently or collaborating with senior specialists and internal teams for complex issues. Success in this role requires accountability, proactive communication, and thorough issue resolution. Key responsibilities include: Act as the primary technical contact for support cases, ensuring prompt triage, investigation, and resolution Manage the entire case lifecycle, escalating when advanced expertise is needed Troubleshoot application behavior, data issues, configuration, and integration problems with clear steps Maintain consistent communication with customers throughout the process Document findings thoroughly to aid internal knowledge and process improvements Identify support patterns and collaborate on case deflection and support optimization Ensure case handling meets service-level expectations with a focus on speed and accuracy Required experience and skills: 2–4 years in technical support, systems support, or application support engineering Knowledge of PHP and SQL, with debugging and query interpretation skills Familiarity with Linux systems and command-line operations Understanding of the LAMP stack and web application fundamentals Experience supporting CRM platforms, preferably SugarCRM Strong communication skills and a customer-first mindset Ability to manage workload with ownership, structure, and attention to detail Preferred qualifications: Experience with SaaS applications in fast-paced, complex environments Support and workflow platforms like HubSpot, Salesforce CRM customization, configuration, or integration experience SugarCRM certification or relevant credentials Contribution to internal documentation and case deflection strategies Knowledge of Oracle, MS SQL Server, and Microsoft IIS English skills at B2+ level or higher Schedule: Monday to Friday, 8am to 5pm, Hybrid position Location: Medellín, hybrid (3 days in-office, 2 days remote) Contract: Indefinite term Seniority level: Mid-Senior level Employment type: Full-time Industries: Technology, Internet #J-18808-Ljbffr