Our client, a leading B2B industrial distribution and engineering business operating across Asia Pacific, have exclusively engaged Method for this role.

They are bringing CRM support in-house from a shared service model. They need a CRM Support Engineer to take ownership of the platform and help build a self-sufficient CRM capability from the ground up.

The platform is currently SugarCRM, but what matters is strong enterprise CRM experience. Salesforce, Dynamics 365, HubSpot or similar backgrounds are all welcome.

What you’ll own

- Service leadership: Set support standards, governance and escalation paths, contribute to the CRM roadmap, and coach the Applications team to remove key-person risk
- L2/L3 support and admin: Incidents, root cause analysis, users, roles, territories, security, workflows, layouts and runbooks
- Configuration and releases: Turn business needs into supportable changes across account, chance, pipeline and quote processes. Plan upgrades, regression testing and controlled deployments across environments
- Integrations: Own application-side support for links to ERP, MDM, data warehouse, identity, email and telephony (REST/SOAP, webhooks, SFTP, batch, event-driven). Diagnose failures end to end and coordinate fixes
- Master data: Matching, deduplication, account hierarchies, territories, sync controls and reconciliation alongside MDM, ERP and Data teams
- Reporting: CRM dashboards and pipeline reporting, plus knowing when it belongs in Power BI instead




- Security and compliance: SSO, provisioning, role-based access, service accounts, API security, access reviews and audit support
- Testing and adoption: Test plans, UAT, hypercare, and working with super users and trainers to lift adoption
- Vendors and stakeholders: Manage the CRM vendor and partners, and translate technical options for business and leadership audiences

What you’ll bring

- 7+ years supporting, administering or developing enterprise CRM
- Proven production support across complex incidents, releases, upgrades and vendor escalations
- Experience taking over or establishing support from a shared-service, outsourced or project model
- Solid integration, master data and reporting knowledge (SQL concepts, Power BI)
- Ability to lead through influence and coaching, without direct reports
- Confident senior stakeholder and vendor management, and steady under pressure during incidents and cutovers
- IT degree or equivalent experience. CRM certification highly desirable

Nice to have: ERP, MDM, sales intelligence or telephony integration exposure. Azure integration (Logic Apps, Service Bus, API Management). Why this one? Genuine ownership. You’ll build the CRM function the way it should be run, with real influence over where the platform goes next.

This role will be a hybrid position based in the West Suburbs of Sydney - with 2 days per week in the office.

Apply now or message me for a confidential chat.

📌 CRM Support Engineer (Sydney)
🏢 Method Recruitment Group
📍 Sydney