Technical Support Specialist

Overview

In this role you will safeguard the Goodlord Contracts and Payments engine, ensuring smooth operation and quick resolution of issues. You will support agents and internal teams, onboarding clients and tailoring platform configurations to their needs. The role combines technical troubleshooting with customer-focused guidance across SQL, HTML and in-house tools. You will work in a hybrid London setup, solving diverse operational challenges that impact tenancy payments and document workflows. You’ll join a mission-driven scale-up focused on making renting simpler and more transparent.

Pay / Benefits

• 25 days holiday (plus UK Bank holidays)
• 1 extra holiday day per year up to 32 days
• generous 3 months fully-paid parental leave
• bi-weekly coaching with Sanctus
• development fund for personal/professional goals
• Great Place to Work – certified

Responsibilities

• Monitor, maintain, and optimise the core Contracts and Payments systems
• Provide exceptional technical support to customers via phone and email
• Onboard agents and tailor agency branding, documents, and timelines
• Troubleshoot, address queries, and escalate issues as needed
• Collaborate with internal teams to resolve operational challenges
• Utilise SQL, in-house tools, and platform configurations to diagnose and fix problems

Key requirements

• Working knowledge of HTML and SQL for querying databases
• Analytical and troubleshooting abilities in an end-user technical support setting
• High attention to detail when handling text; proficient with Excel or Google Sheets
• Strong organisational skills with the ability to prioritise high-impact issues and meet tight deadlines

• clear communication
• cross-functional collaboration
• prioritisation under shifting priorities
• HTML
• SQL
• Excel or Google Sheets

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