L2 Support Engineer – CRM, Customer Service or Loyalty Platform

Tata Consultancy Services; Jakarta Pusat; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

Tata Consultancy Services (TCS) in Jakarta, Indonesia, is seeking an experienced CRM/Support professional to investigate and resolve CRM cases, perform data corrections, and monitor integrations. The role requires 5–7 years in CRM or production support and a strong fault-analysis mindset.

You will work with L3 teams and vendors to resolve complex incidents, ensure SLA compliance, and participate in on-call rotations. A 24x7 support mindset and stakeholder communication are essential.

Qualifications

• 5–7 years of experience in Application/CRM support or production support.
• Bachelor’s degree in CS/IT/Engineering or related field.
• Strong analytical, troubleshooting, and stakeholder management skills.
• Ability to work in a 24x7 support environment.

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.

Skills

CRM support

SQL querying

API integrations

Data quality

SaaS admin

Incident mgmt

On-call support

Stakeholder mgmt

Education

Bachelor's degree in CS/IT/Engineering

Tools

Grafana

Datadog

Prometheus

Splunk

ELK

Job description

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.

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.