Technical Support Specialist

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About the role

📍 Location : London (E1) 🖥 Hybrid working as standard: 2 days a week in the office, the other 3 days remote (or office if you prefer) Please note -while there will be contact with our customers regarding contracts and rent collection payments, this is not a front line customer support role. Contracts and Payments form a core part of the functionality of the Goodlord platform. Together, they enable tenancy execution and the efficient collection and handling of tenancy related payments. The smooth running of these systems is therefore vital to the success of the platform. As a Contracts & Payments Support Engineer, your role is to ensure that the systems work as expected and intervene when needed. You will work closely with both our customers and other internal teams to onboard agents, promptly address their queries and resolve/escalate issues as they arise.   The Opportunity: • Drive the continuous success of Goodlord’s critical engine by monitoring, maintaining, and optimising our core Contracts and Payments systems. • Act as a crucial technical bridge between internal teams and letting agents, directly delivering exceptional support via phone and email. • Master a dynamic, fast-evolving workday where you will solve diverse operational challenges using in-house tools and custom platform configurations. • Champion agent onboarding from end to end, tailoring bespoke agency branding, amending documents, and seamlessly guiding clients through critical timelines.   What we need from you: • Practical technical skills with working knowledge of HTML (or another markup language) and ideally experience querying SQL databases (although this is not essential) • Proven analytical and troubleshooting abilities honed in an end-user technical support environment. • High-precision attention to detail when manipulating text, combined with comfortable proficiency in Excel or Google Sheets. • Top-tier organisational skills with a demonstrated track record of prioritising high-impact issues and hitting tight deadlines under shifting priorities.   Our mission: • Two in five people in the UK rent their homes. Our mission? To be the gold standard platform for renting • We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution • Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission!   Why you'll love being a Goodlordian Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info). • Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified . Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally! • Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health • 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement. • Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look aft

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