L2 Support Engineer CRM, Customer Service or Loyalty Platform

Tata Consultancy Services; Indonesia; On-site; IDR 240,000,000 - 360,000,000; Full time

Job summary

Tata Consultancy Services Limited in Indonesia is seeking an experienced Application Support professional to manage CRM and loyalty platforms, troubleshoot data and workflow issues, and coordinate with cross-functional teams for rapid incident resolution.

You will verify data quality, support API integrations, and contribute to continuous service improvements in a 24x7 environment. The role emphasizes collaboration with vendors and internal stakeholders to meet SLAs.

Qualifications

• 5–7 years of experience in Application Support, CRM Support, or Production Support.
• Bachelor's degree in CS/IT/Engineering or related field.
• Strong analytical, troubleshooting, and stakeholder management skills.
• Ability to operate in a 24x7 support environment and manage critical incidents.

Responsibilities

• Investigate and resolve CRM cases, profile issues, and loyalty discrepancies.
• Troubleshoot workflow, integration, and data issues affecting service operations.
• Validate data, rules, and configurations to ensure service accuracy.
• Coordinate with L3 teams and vendors to resolve defects and incidents.
• Monitor jobs, APIs, and interfaces to maintain platform stability.
• Support releases, deployments, and post-release validations.
• Ensure SLA compliance and proper change management documentation.

Skills

CRM Support

Customer Service

Loyalty Platform

SQL querying

API integrations

Data management

SaaS admin

Incident management

Monitoring tools

Cloud operations

Education

Bachelor's Degree in Computer Science / Information Technology / Engineering

Tools

Salesforce

Microsoft Dynamics 365

Oracle CX

SAP CRM

Grafana

Job description

About TCS:

A purpose-led organization that is building a meaningful future through innovation, technology, and collective knowledge. We're #BuildingOnBelief.

Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions that partners with its clients to simplify, strengthen and transform their businesses. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. We ensure the highest levels of certainty and satisfaction through a deep-set commitment to our clients, comprehensive industry expertise and a global network of innovation and delivery centers. For more information, visit us at www.tcs.com.

Key Responsibilities

• Investigate and resolve CRM cases, customer profile issues, campaign failures, and loyalty reward discrepancies.
• Troubleshoot workflow, business process, and integration issues impacting customer service operations.
• Validate customer data, workflow rules, and application configurations to ensure service accuracy.
• Perform approved data corrections and configuration updates in accordance with change management procedures.
• Monitor scheduled jobs, APIs, interfaces, and integration points to ensure platform stability.
• Support application releases, deployments, rollback activities, and post-release validations.
• Coordinate with L3 teams, product vendors, and development teams to resolve complex defects and incidents.
• Analyze logs, system alerts, and database records to identify root causes and restore services.
• Participate in major incident management, service recovery activities, and root cause analysis (RCA).
• Ensure compliance with SLA, security, audit, change management, and documentation standards.
• Participate in on-call support and continuous service improvement initiatives.

Required Skills

• Experience supporting CRM, Customer Service, Loyalty, or Customer Engagement Platforms.
• Strong understanding of CRM processes, case management, customer journeys, and loyalty program operations.
• Hands-on experience with SQL querying and database troubleshooting.
• Experience supporting API integrations and application interfaces.
• Knowledge of customer data management, data quality, and access controls.
• Experience with SaaS platform administration and application support.
• Understanding of incident, problem, change, and release management processes.
• Exposure to cloud operations, monitoring, and observability tools.

Preferred Skills

• Experience with Salesforce, Microsoft Dynamics 365, Oracle CX, SAP CRM, Siebel CRM, Adobe Campaign, or similar platforms.
• Familiarity with loyalty management systems and customer rewards platforms.
• Experience with cloud platforms such as Azure, AWS, or GCP.
• Knowledge of monitoring tools such as Grafana, Datadog, Prometheus, Splunk, or ELK.
• Experience working with vendors and third-party application support teams.

Qualifications

• 5-7 years of experience in Application Support, CRM Support, Customer Service Platform Support, Loyalty Platform Support, or Production Support.
• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field.
• Strong analytical, troubleshooting, and stakeholder management skills.
• Ability to work in a 24x7 support environment and manage critical production incidents.

All applicants who meet the requirements will be considered equally and fairly for employment.

TCS is an equal employment opportunity provider and does not differentiate applicants on any basis.

If you are a person with a disability and need a reasonable accommodation to apply for this career opportunity, please do connect with us on our linked In TCS Asia Pacific Handle and we will be happy to guide you further.