Customer Technical Support

Sitebulb; United Kingdom; Remote; GBP 29,000 - 34,000; Full time

Job summary

A tech company in the UK is seeking a Customer Support Specialist to provide technical support to customers. This role involves diagnosing and resolving issues, documenting solutions, and working closely with developers. Ideal candidates will be problem-solvers with excellent communication skills, willing to work in a remote environment. The salary range is £29,000 to £34,000 based on experience.

Benefits

20 days annual holiday + bank holidays

Remote working flexibility

Contribution towards healthcare costs

Qualifications

• Strong problem-solving and analytical approach.
• Excellent written communication for non-technical users.
• Self-motivated and organised.
• Experience in technical support or customer support for a SaaS product is a plus.
• Knowledge of SEO/technical SEO is beneficial.

Responsibilities

• Be the first point of contact via email, chat, or ticketing.
• Diagnose and resolve straightforward queries.
• Reproduce customer-reported issues and analyse logs.
• Create clear Jira tickets with relevant details.
• Partner with developers to validate fixes.
• Create and maintain help articles.

Skills

Problem-solving

Analytical skills

Excellent written communication

Self-motivation

Organisational skills

Tools

Intercom

Jira

Job description

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Location: Remote (UK‑based), occasional meet‑ups in the UK

About Sitebulb

Sitebulb 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 overview

This 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 escalateto 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 responsibilities

• Front‑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 touch

• Helpdesk & issue tracking:Intercom, Jira

Required skills & experience

• 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 attributes

We are looking for a fantastic communicator with a customer‑first mindset who can empathise 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 get

• Holidays: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.
• 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 here

• Become 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 apply

Please [e-mail] your CV, links to any relevant professional social media, and:

• An explanation of what interests you about the job
• Why you are a good fit
• Why you are looking for a new role

Important

• Please 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.

Seniority Level

• Entry level

Employment Type

• Full‑time

Job Function

• Information Technology

Industries

• Technology, Information and Internet