Customer Technical Support

Location: Remote (UK‑based), occasional meet‑ups in the UKEmployment: Full‑time, permanentSalary: £29,000 – £34,000 (DOE)About SitebulbSitebulb is an award‑winning SEO auditing tool trusted by thousands of professionals across the world. We’re a small, agile, and passionate team who believe that hard work, curiosity, and continuous self‑improvement lead to extraordinary results. Our mission is to help SEOs and digital marketers make better technical decisions with data‑driven insights.As our customer base grows, we’re expanding our support function to strengthen how we triage, investigate, and resolve technical issues quickly and effectively. We’re looking for someone who thrives on problem‑solving, loves diving into technical details, and is passionate about providing world‑class customer support.Role overviewThis is a hands‑on technical support role providing support to Sitebulb customers. You’ll handle incoming issues from the support queue, diagnose and resolve straightforward problems, and reproduce and investigate more complex cases. Where issues are systemic or require code changes, you’ll escalate to the development team with high‑quality evidence, then stay involved through verification and customer communication.You’ll also spot recurring trends, improve documentation, and capture knowledge so more customers can self‑serve. Over time, you’ll become an expert in Sitebulb’s platform and common technical SEO use‑cases.Key responsibilitiesFront‑line triage: Be the first point of contact via email, chat, or ticketing. Diagnose and resolve straightforward queries (licensing, billing, account, basic “how do I…?”) with clear steps and links to self‑serve content.Deep investigation: Reproduce customer‑reported issues in controlled environments; analyse logs; isolate root causes (website vs. product) before escalation.Evidence‑rich bugs: Create clear Jira tickets with: customer summary, steps to reproduce, environment details (OS/version, app version, proxies/VPN, project settings), expected vs. actual, screenshots/logs, and initial hypothesis.Fix verification: Partner with developers to validate fixes, run targeted regression checks, and close the loop with the customer (plain‑English explanation and next steps).Documentation & deflection: Create/maintain help articles, troubleshooting trees, and macros; measure impact on deflection and repeat‑contact rates.Pattern reporting: Track recurring themes and edge cases; brief Product/Engineering on volume, severity, and proposed mitigations (doc change, UX tweak, or bug).Release support & QA: Smoke‑test new builds; exercise high‑risk areas and top customer workflows; flag regressions early.Voice of customer: Represent customer pain points internally; propose pragmatic fixes (copy, validation, in‑product tips) alongside bug reports.Tech you will touchHelpdesk & issue tracking: Intercom, JiraDiagnostics: Grafana (internal logs/monitoring), browser DevTools, Google Analytics and Google Search ConsoleCollaboration: Slack, Confluence, Dropbox, Google Drive, internal dashboardsRequired skills & experienceWorking knowledge of HTML and JavaScript. Experience of using Chrome DevTools (will be used to explore page rendering issues and diagnose problems).Strong problem‑solving and analytical approach; comfortable reproducing issues and isolating variables.Excellent written communication - you will need to communicate complex issues to non-technical users: concise, structured tickets and clear customer updates.Self‑motivated, organised, able to manage multiple threads and prioritise under time pressure.Nice to have: proven experience in technical support / customer support engineering / IT helpdesk for a SaaS or software product.Nice to have: knowledge of or interest in SEO/technical SEO (crawling, redirects, robots.txt, sitemaps, canonicalisation, JS rendering).Personal attributesWe are looking for a fantastic communicator with a customer-first mindset who can empathize with and understand our customers’ needs.You will be a great fit if you are;Calm and empathetic under pressure; you de‑escalate and clarify.Detail‑oriented - you pride yourself on getting to the root cause.Collaborative - you enjoy pairing with developers and peers to solve problems.Enthusiastic - you are as keen to learn as you are to produce great work.Curious - you like to understand how things work and share that knowledge.As we are a 100% remote team, it is helpful if you have both experience of and a preference for remote working.What you’ll getHolidays: 20 days annual holiday + bank holidays, plus we fully shut down between Christmas and New Year.Flexibility: Remote culture - work from anywhere in the UK.Remote setup: Work-from-home equipment.Learning budget: Paid personal development (books, courses, conferences).Healthcare support: Contribution towards routine healthcare costs via Westfield Health.The salary range for this role is £29,000 – £34,000 (DOE).We are a 100% remote team, we hire UK‑based remote teammates.Why you’ll love it hereBecome a crucial cog in a small, supportive team, shipping meaningful improvements to a loyal and appreciative customer base.Join a culture that accelerates learning. We prize curiosity, feedback, and continuous improvement - no drama, no blame - just tight loops, clear ownership, and steady progress.Learn technical SEO, QA practices, and product operations in a real‑world setting.How to applyPlease email careers@sitebulb.com with your CV, links to any relevant professional social media, and:an explanation of what interests you about the jobwhy you are a good fitwhy you are looking for a new roleImportantPlease do not reach out to Sitebulb team members on social media about this job, to apply please follow the instructions above.Please do not use AI to auto-apply for this role. It’s obvious and will result in your being blocked from sending applications to us in the future. Tasteful and skilled use of AI is fine.