L2 Support (Middle/Senior) (ERP/CRM)

TL;DR

L2 Support Specialist (ERP/CRM): Managing and resolving technical issues for sales systems including SAP and MS Power Platform with an accent on root cause analysis and UAT coordination. Focus on maintaining SLAs, managing change requests, and collaborating with cross-functional development teams to ensure system stability.

Company

Independent technology consulting firm providing guidance and solutions to businesses with over 1,000 clients globally.

What you will do

• Perform deep functional analysis of sales systems including DMS, SFA, SAP, and MS Power Platform.
• Coordinate and manage L2 tickets in the Ticketing Management System to ensure SLA compliance.
• Support and coordinate UAT activities, including defining acceptance criteria for new sales features.
• Analyze defects to determine root causes and collaborate with development teams to drive resolutions.
• Support change requests, functional enhancements, and production rollout phases.
• Review functional specifications and manage issue classification within ticketing systems.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related technical field.
• Minimum 3 years of experience in L2 application support or business systems analysis, preferably in Sales, CRM, or ERP environments.
• Strong functional understanding of sales processes, such as order management and distributor operations.
• Hands-on experience with ticketing tools like ServiceNow or JIRA.
• Understanding of integrations with SAP or other enterprise platforms.
• Good command of English

Nice to have

• Knowledge of ITIL processes.

Culture & Benefits

• Competitive salary including a 13th-month bonus.
• Premium healthcare insurance from the probation period and 14+ annual leave days.
• International team environment with flexible working hours and tailor-made career paths.
• Annual company trips and various teambuilding activities including sports clubs.
• Access to technical workshops and professional training courses.
• Opportunities for international mobility to offices in over 60 countries.

Hiring process

• Brief virtual or phone call to discuss motivations and fit.
• Average of 3 interviews with line managers and team members to evaluate experience and skills.
• Potential case study or technical assessment depending on the specific role.