Technical Support Specialist

Goodlord; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Bi-weekly coaching (Sanctus)

25 days holiday + bank holidays

3 months paid parental leave

Annual development fund

Job summary

Goodlord in London is seeking a Contracts & Payments Support Engineer to ensure our core systems run smoothly and to intervene when needed. You will work with customers and internal teams to onboard agents, promptly address queries, and resolve issues.

This role combines technical troubleshooting with customer-facing support, with a focus on maintaining system integrity and guiding clients through processes. Hybrid working with 2 days in the office and 3 remote per week.

Qualifications

• Experience with HTML or markup languages
• Analytical and troubleshooting abilities in end-user tech support
• Proficiency with Excel or Google Sheets

Responsibilities

• Monitor and maintain Goodlord Contracts & Payments systems.
• Provide support to agents via phone and email
• Onboard agents with bespoke branding and document workflows
• Collaborate with internal teams to resolve and escalate issues as needed

Skills

HTML knowledge

SQL querying

Analytical skills

Troubleshooting

Attention to detail

Excel/Sheets

Tools

SQL

Job description

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 & 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 after their new arrivals
• Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

What’s next?

A full job spec is available on request.

Goodlord wants applicants from all backgrounds and walks of life; we are an equal opportunity employer committed to creating an inclusive environment.

Creating a space where everyone feels included is central to who we are. Because we're an open book and we learn from each other, we actively champion diverse perspectives and unique life experiences. If there is anything you need to participate fully in the interview process, we'd love to hear about that too - please include it in your application.

Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.