National Residential Landlords Association - NRLA
2nd Line Application Support Analyst
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
The NRLA: Who we are
The UK's largest membership organisation for private residential landlords, the National Residential Landlords Association (NRLA) supports and represents more than 100,000 members across England and Wales.
Created by landlords, for landlords, it offers investors the guidance, documents and support they need to run a successful and compliant lettings business. The NRLA is a trusted ally helping members navigate the complex regulatory environment.
Innovation is at the heart of the organisation, including new proptech solutions such as Safe2 and Portfolio. The NRLA is a dynamic, fast-paced organisation with Investors in People Gold status. Staff work from offices in Central Manchester and Central London, with hybrid working available.
The NRLA looks for professional, adaptable and innovative colleagues and offers training, career development and a competitive salary and benefits package.
The NRLA package
- 25 days annual leave, increasing with service
- An additional birthday day
- Salary exchange pension scheme
- Life assurance
- Cash plan health and wellbeing benefit including Employee Assistance Programme and counselling
- Sick pay
- Cycle purchase, season ticket and interest-free staff loans
- Complimentary NRLA membership
- Non-contractual annual performance-related bonus
- Enhanced maternity and paternity pay
Location
Remote, with occasional travel to NRLA offices and partner sites as required.
Main Purpose & Scope of Job
The 2nd Line Application Support Analyst is the technical safety net for the NRLA's two member-facing platforms: Portfolio (including Portfolio First, Plus and Pro) and Safe2.
The role investigates, reproduces and resolves complex issues that cannot be handled at first line. It owns technical investigations, data fixes, bug write-ups for development and post-incident reviews to prevent repeat issues.
Both platforms hold financially and legally significant data. The role therefore requires a methodical, evidence-led approach where fixes are traceable, escalations are reproducible and recurring issues are identified as problem statements for Product and Engineering.
The role works closely with the Customer Contact Centre, Product and Engineering teams, third-party development partners and B2B Safe2 clients whose contractual SLAs depend on the function.
Application support — Portfolio and Safe2
- Act as the second-line escalation point for Portfolio and Safe2 tickets, taking ownership when first line hands over.
- Reproduce reported issues in test and production before escalation, ensuring tickets contain steps to reproduce, environment, expected versus actual behaviour, evidence and impacted records.
- Diagnose issues across web applications, APIs, integrations, workflows and user accounts, including Open Banking, Stripe, Taxd MTD, e-signatures, property/tenancy/tenant data, Safe2 scheduling, certificates and B2B processing.
- Investigate using logs, monitoring, database queries and ticket history. Confirm root cause and distinguish bugs, configuration issues, data issues, user error and feature gaps.
- Maintain visibility of platform health and service availability, escalating proactively when member-facing issues are developing.
- Coordinate workload and priorities to maintain consistent standards and coverage.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Triage, prioritisation and SLA management
- Triage escalations against a priority scale based on member and business impact, including numbers affected, regulatory deadlines and financial or compliance data risk.
- Maintain accurate and current Jira Service Management records, including investigation notes, decisions, communications and resolution details.
- Recognise major incidents early and invoke the major incident process, including incident leadership, communications and a post-incident review within five working days.
Data integrity and operational fixes
- Perform controlled data corrections where a user-driven fix is not possible. All changes require a ticket reference, before/after values, business reason, requester, executor and timestamp. No silent edits.
- Support user administration, permissions and account management across both platforms, including conflicts between NRLA member accounts, Portfolio subscriptions and HgBook records.
Release validation and change management
- Validate releases, hotfixes and configuration changes with development teams, confirming fixes work and do not create regressions across Portfolio tiers and Safe2 service types.
- Participate in UAT for major releases, focusing on Portfolio finance and Open Banking, MTD submissions, e-signature tenancy creation, Safe2 booking and engineer allocation, and B2B bulk orders.
- Re-test closed tickets after releases before confirming resolution to members.
Trend analysis and continuous improvement
- Produce a weekly support trends summary covering top issues by volume and member impact, recurring defects and emerging patterns.
- Feed trends into Product and Engineering as problem statements that explain the broken user journey, underlying cause and desired outcome rather than simply reporting ticket numbers.
- Track repeat incidents and root causes so issues are fixed at source.
Knowledge management and support enablement
- Own and maintain the 2nd line runbook covering known issues, diagnostic steps, data correction procedures and escalation routes.
- Maintain Portfolio and Safe2 knowledge base content after releases.
- Brief the Customer Contact Centre on known issues, workarounds and release changes so first line can resolve more at first contact.
Stakeholder and partner communication
- Explain technical issues in plain language to members, internal teams and senior leadership.
- Provide proactive and accurate incident updates covering what is known, unknown, being done and when the next update will be given.
- Work with Product, Engineering and third-party development partners as the operational voice of member experience.
What success looks like
- Member-facing issues are resolved at the first technically viable point with clear evidence, documented fixes and verified outcomes.
- Defects raised to Engineering are reproducible, well scoped and actionable.
- B2B Safe2 SLAs are consistently met and relationships remain operationally healthy.
- Recurring incidents reduce quarter on quarter because root causes are identified and fixed.
- The Customer Contact Centre resolves more at first contact because knowledge, runbooks and briefings remain current.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Technologies And Tools
- Jira Service Management
- Puzzel
- SQL databases
- Postman
- Microsoft Teams and Microsoft 365
- Cloud-hosted web applications
- Sentry
- Power BI
- Portfolio
- Safe2
Skills & Abilities (Essential)
- Experience in a 2nd line Application Support, Technical Support or Product Support role for a customer-facing SaaS or web application.
- Strong analytical and troubleshooting skills, including reproducing issues before escalation.
- Confident reading application logs, querying SQL databases and using monitoring tools to investigate root cause.
- Working understanding of REST APIs, authentication, third-party integrations and modern web technologies.
- Experience using Jira Service Management or an equivalent to a high documentation standard.
- Able to prioritise according to customer and business impact.
- Strong written and verbal communication, able to explain technical issues to non-technical members and fixes to development teams.
- Comfortable working across multiple products, partners and stakeholder groups.
Desirable
- Experience supporting financial or regulated data where corrections require an audit trail.
- Familiarity with AWS, Azure, GCP, Laravel or similar PHP applications.
- Experience with Sentry, Datadog or equivalent and reporting tools such as Power BI.
- Understanding of DevOps and release management, including controlled deployment and rollback.
- Experience in an ITIL-aligned support environment covering incident, problem and change management.
- Experience with API testing tools such as Postman.
- Exposure to property management, the private rented sector or compliance certification workflows.
Experience
- Significant experience in a 2nd line role for a live customer-facing platform, rather than only internal IT support.
- Track record of reducing repeat incidents through root cause analysis and proactive product feedback.
Knowledge
- Working knowledge of incident, problem and change management principles.
- Working knowledge of GDPR and the practical implications of handling member, tenant and engineer personal data.
- Familiarity with property management software, compliance certification, Making Tax Digital or Open Banking workflows is advantageous but not essential.
Personal Attributes and other requirements
- Methodical and detail-oriented, with a focus on understanding issues before escalation.
- Calm under pressure during incidents and major outages.
- Customer-focused and committed to protecting the member or B2B partner experience.
- Comfortable working independently and as part of a small, busy support team.
- Strong sense of ownership and accountability.
- Proactive in identifying improvements to platforms, processes and the support function.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location