Central London office (Fitzrovia) / hybrid (1-2 days in office per week)
Key internal stakeholders
Engineering team, cross-LiveMore employees
The role
Are you keen to start a career in technology and build a long-term future in tech support? This is a permanent role with a structured two-year development plan, designed for someone who wants to step into the world of technical support and grow into a confident, well-rounded support professional.
You will sit within the LiveMore Technical Team and work closely with colleagues across Engineering, QA and Operations. Your day-to-day will focus on supporting our people and our Mortgage Platform — making sure issues are triaged, investigated and resolved quickly, and that our users get a reliable, friendly service.
Over the two-year journey, you will build strong foundations in technical and user support, then progressively broaden your exposure into areas such as manual and automated testing, platform support and service improvement. It is a long-term pathway for someone who wants to specialise in technical support, with the option to develop secondary skills in support-related QA, testing and automation tooling as they grow.
To give you a clear sense of progression, your development will be structured across two broad phases:
- Year 1 — Foundations: Build core technical support skills, learn our systems, tools and ways of working, take ownership of day-to-day service desk tickets and shadow more experienced colleagues on complex issues.
- Year 2 — Broadening and specialising: Take more independent ownership of the support function, contribute to manual and automated testing of platform changes, support small improvement projects, and start to specialise in the areas of technical support, QA and automation that suit your strengths.
Responsibilities
- Tech Support Management: Take ownership of the tech support service desk, ensuring timely responses and high-quality resolutions for users across the business.
- Issue Investigation: Investigate and reproduce reported issues, gathering the information needed to support effective resolutions by the wider Technical Team.
- Bug Backlog Management: Manage the bug backlog by raising, prioritising and monitoring issues to ensure timely fixes and clear communication with stakeholders.
- Technical Team Collaboration: Work closely with the LiveMore Technical Team to support platform updates, troubleshooting and day-to-day technical operations.
- Mortgage Platform Support: Help maintain a smooth, reliable experience on the LiveMore Mortgage Platform, supporting updates, enhancements and routine checks.
- Testing Support: Assist with manual and automated testing of software features and fixes to uphold quality standards on the Mortgage Platform; develop this as a secondary skill over time.
- User & Systems Support: Help set up, configure and support end-user technology, accounts and access in line with our policies and security standards.
- Data Handling: Fulfil low-complexity data requests and support the team with routine reporting tasks.
- Automation & AI Tooling: Help identify opportunities to streamline support and platform tasks using automation, scripting and AI-assisted tools, with support and training provided.
- Documentation: Create and maintain user guides, FAQs and internal documentation to improve the user experience and reduce repeat issues.
- Personal Development: Engage actively with mentoring, training and feedback as part of your two-year development plan.
Experience and Competencies
- A strong interest in technology and a genuine desire to build a long-term career in technical support.
- Comfortable working with computers and common applications, with basic troubleshooting instincts.
- Logical problem-solving skills and a keen eye for detail.
- A helpful, patient and customer-focused approach — you enjoy helping people and explaining things clearly.
- Good written and verbal communication skills, with the ability to keep stakeholders informed.
- Ability to manage multiple tasks effectively in a fast-paced environment.
- Basic familiarity with tools such as Jira or other ticketing / bug-tracking systems is helpful but not essential.
- Willingness to learn the basics of testing and quality assurance as a secondary skill over time.
- Curious about automation and AI — keen to explore test automation, low-code tools and AI-assisted ways of working as part of the role.
Benefits and environment
- Growth shares.
- Annual performance bonus (cash and growth shares).
- High-quality working environment in a central London office in the heart of Fitzrovia.
- Hybrid working (3 days per week in office).
- Employer pension contribution.
- Salary-sacrifice pension scheme, saving marginal rate on contributions.
- Salary-sacrifice nursery voucher scheme, as above.
#J-18808-Ljbffr…