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About Provident CRM

For over 20 years, Provident CRM has supported businesses across Ireland, the UK, and Europe in implementing customer relationship management, marketing automation, and business process improvement solutions. As a technology-neutral consultancy, we specialise in mapping, digitalising, and optimising internal process management for companies of all sizes and industries. Focused on mutual trust and support, we prioritise our clients’ success and work closely with them to deliver tailored professional services and continuous account management. Our team of experts aims to enhance collaboration, productivity, and efficiency across business departments for consistent growth.

We promote professional development, career growth, and a flexible culture. That is why we were named a Best Place to Work for 2024 and 2025 by The Sunday Times

We are looking for a driven and curious Software Support Engineer to join our Support Team.

This role is ideal for someone who is eager to learn and grow in a collaborative environment. You will play a key role in helping customize SugarCRM to fit client needs, working closely with experienced developers, and progressively taking on more advanced responsibilities as your expertise develops.

Impact you will make in the role:

· Oversee and manage both external and internal support requests via the ticketing system and phone channels, ensuring prompt, efficient resolution in alignment with defined KPIs.

· Conduct regular customer meetings to review open cases, provide updates, and accelerate resolution efforts.

· Contribute to the development and maintenance of SugarCRM customizations, including modules, logic hooks, and workflows.

· Collaborate with senior developers by delivering minor features, implementing bug fixes, and performing configuration tasks.

· Assist with testing and debugging existing functionality to uphold quality, stability, and performance standards.

· Adhere to established coding standards, development guidelines, and best practices defined by the team ( We are ISO 27001 and ISO 9001 certified )

· Actively participate in code reviews and team discussions to enhance technical knowledge and contribute to continuous improvement.

· Prepare concise technical documentation for implemented features and solutions as required.

· Continuously develop skills through mentorship, structured training, and hands-on project experience.

What you will bring:

· 1–3 years of professional experience in a technical or support role (Ideally in a CRM / Sugar CRM environment ).

· Bachelor’s degree in computer science, Information Technology, or equivalent practical experience.

· Good knowledge of PHP and MySQL.

· Familiarity with Linux command line usage and server operations.

· Foundational understanding of web development principles, such as REST APIs.

· Exposure to Git or other version control systems.

· Strong eagerness to learn and adapt to new technologies.

· Ability to follow technical instructions and deliver assigned tasks accurately and on time.

· Proficient English communication skills, both written and verbal.

· Collaborative team player with a positive attitude and a growth mindset.

· Strong problem-solving and analytical skills, with the ability to troubleshoot effectively.

· Excellent time management and organizational skills, with the ability to prioritize competing tasks.

· Strong interpersonal and communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.

We know that not everyone will meet every requirement, and that’s okay. If you’re passionate about the role, eager to grow, and bring transferable skills, we encourage you to apply. We value diverse perspectives and believe they strengthen our team and drive innovation.