Principal Application Support Consultant
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Job Description
Principal Application Support Consultant supporting EMEA and UK customers on Unit4 ERP. Managing escalations, mentoring support teams, and improving enterprise software support delivery.
Responsibilities:
- Manage and resolve daily incoming customer support cases across EMEA and UK regions
- Act as a subject matter expert for complex issues and escalations
- Guide and mentor team members
- Deliver training sessions and support knowledge development
- Own escalation management and ensure timely, effective resolution
- Operate in a flat team structure covering first-line and advanced support responsibilities
- Balance operational support with mentoring and process improvement
- Contribute to special projects and process improvements
- Work across Unit4 ERP and ERPx through a rotation programme
- Support customers on the Unit4 ERP platform
- Stabilise and strengthen a team that has undergone recent changes and ensure high-quality support delivery
Requirements:
- Proven experience with Unit4 ERP (mandatory)
- Strong knowledge of the Financial/Logistics module
- Basic SQL skills (querying, troubleshooting)
- Strong English communication skills (written and verbal)
- Ability to manage standard support cases and complex escalations
- Willingness to travel to the Wrocław office 2–3 times per year
- Advanced SQL knowledge (nice-to-have)
- Experience mentoring or coaching colleagues (nice-to-have)
- Training delivery experience (nice-to-have)
- Previous experience handling escalations in a support environment (nice-to-have)
- May require security clearance and background checks for customer projects and sensitive customer data
Benefits:
- Flexible Leave Paid Time Off policy
- Remote working opportunities
- Global Wellbeing Days
- Growth opportunities and tools and guidance for professional development
- Talented colleagues, role models and mentors
- Safe and inclusive working environment
- Employee Resource Groups open to all
- Culture built on trust and accountability, with freedom and autonomy
- Sustainability initiatives through the Environmental, Social, and Governance strategy and Act4Good programme
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