The Company

Equerra delivers end to end business solutions powered by Microsoft Dynamics 365, helping organisations in complex industries such as food and beverage, manufacturing and distribution run better. We work closely with our customers to understand how their businesses actually operate, then combine deep business knowledge, modern cloud technology and practical solutions to solve real problems.

Our work goes beyond implementing software. We help businesses connect systems, improve operations, make better decisions and build technology that supports their long-term growth.

As we grow, we're looking for people who want to have a meaningful impact on both our customers and the way we operate.

The Role

We're looking for an experienced Customer Support Lead to take ownership of Equerra's customer support function.

This is a senior role for someone who understands both the technology and the business behind it. You'll lead the support team, work directly with customers, and be responsible for making sure issues are handled properly from first contact through to resolution.

You'll also shape how support operates here. You won't be stepping into a large, established support organisation where every process has been designed and every tool already chosen. You'll help establish the standards, ways of working and technology that carry our customers and our team forward.

Your Business Central experience matters. You'll need to understand the technology well enough to challenge assumptions, guide the team through complex customer issues, and know when something needs deeper technical investigation.

This role will suit someone who enjoys being close to the technology, the customers and the people doing the work.

What You'll Be Doing

Lead and develop Equerra's support function and support team
Set clear expectations around service quality, ownership, response times and customer communication
Oversee incidents, escalations and complex issues through to resolution, and step in yourself when something needs experience, judgement or executive-level communication
Establish the support processes, SLAs, escalation paths, documentation and reporting
Use support data and customer feedback to identify recurring issues, then work with Product and Delivery to fix the cause rather than the symptom
Bring Sales and account teams in when a support issue has broader customer or commercial implications
Use AI to automate repetitive work, build practical tooling and improve how the team operates
Recruit, coach and develop the support team as the function grows
Give the wider business visibility of support performance
Take support initiatives from idea through to implementation

What We're Looking For

Deep, hands-on knowledge of Dynamics 365 Business Central, ideally from a senior consultant, technical consultant or solution architect background
Significant experience working with customers in a technical support, consulting, implementation or service environment
Experience leading, mentoring or managing technical and customer-facing teams
A strong grasp of how Business Central solutions are implemented, integrated, supported and troubleshot in real-world environments
The ability to read a complex technical issue, identify what actually matters, and guide others towards a practical resolution
Strong analytical skills, and comfort using data to understand support performance and spot patterns
Experience managing escalations where communication and judgement matter as much as the technical fix
Confidence using AI tools to build, automate and experiment
Strong written and verbal communication with both technical and non-technical audiences
Familiarity with service management principles, SLAs, incident management and structured escalation

About You

You naturally take ownership. When you see a problem, your first instinct is to understand it and work out how to fix it rather than wait for someone else to provide the answer.

You're technically strong, but you understand that customers don't necessarily care about the technical detail. They care about getting their business back on track. You can move comfortably between a technical conversation with a consultant and a business conversation with a customer.

You stay calm when things get difficult. You can have a direct conversation when expectations need resetting, bring clarity when there's confusion, and give customers confidence when an issue is urgent.

You're a builder. You enjoy creating better ways of working, whether that's a new process, a piece of tooling, an automation, better documentation, or a completely different approach to the problem.

You're curious about technology and willing to experiment. You don't need to be an AI expert, but you should be comfortable picking up AI tools and thinking about how they apply to real work.

Most importantly, you care about people. You enjoy helping others get better at what they do, you're willing to get stuck in when the team needs you, and you understand that a strong support function is built on both great technology and great people.

Why Equerra

This is a chance to join a growing Microsoft Dynamics 365 consultancy at a point where you can genuinely influence how things are done. You'll have the freedom and the responsibility to build something better.

You'll work alongside experienced Business Central consultants and technical specialists, have direct exposure to customers, and be part of a business actively investing in its own products, technology and ways of working.

We're also taking a practical approach to AI. It's already part of how we work day to day, and we want people who see AI as a way to solve problems and remove unnecessary work rather than just another technology to talk about.

If you enjoy technology, customers, leadership and solving problems, and you want the chance to make a visible difference, this could be the role.

Eligibility

Applicants must be New Zealand citizens or permanent residents. This is a firm requirement and applications that don't meet it can't be considered.