Location: Remote (UKbased), occasional meetups in the UK
Employment: Fulltime, permanent
Salary: 29,000 34,000 (DOE)
About Sitebulb
Sitebulb is an awardwinning SEO auditing tool trusted by thousands of professionals across the world. Were a small, agile, and passionate team who believe that hard work, curiosity, and continuous selfimprovement lead to extraordinary results. Our mission is to help SEOs and digital marketers make better technical decisions with datadriven insights.
As our customer base grows, were expanding our support function to strengthen how we triage, investigate, and resolve technical issues quickly and effectively. Were looking for someone who thrives on problemsolving, loves diving into technical details, and is passionate about providing worldclass customer support.
Role overview
This is a handson technical support role providing support to Sitebulb customers. Youll 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, youll escalate to the development team with highquality evidence, then stay involved through verification and customer communication.
Youll also spot recurring trends, improve documentation, and capture knowledge so more customers can selfserve. Over time, youll become an expert in Sitebulbs platform and common technical SEO usecases.
Key responsibilities
* Frontline 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 selfserve content.
* Deep investigation: Reproduce customerreported issues in controlled environments; analyse logs; isolate root causes (website vs. product) before escalation.
* Evidencerich 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 (plainEnglish explanation and next steps).
* Documentation & deflection: Create/maintain help articles, troubleshooting trees, and macros; measure impact on deflection and repeatcontact 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: Smoketest new builds; exercise highrisk areas and top customer workflows; flag regressions early.
* Voice of customer: Represent customer pain points internally; propose pragmatic fixes (copy, validation, inproduct tips) alongside bug reports.
Tech you will touch
* Helpdesk & issue tracking: Intercom, Jira
* Diagnostics: Grafana (internal logs/monitoring), browser DevTools, Google Analytics and Google Search Console
* Collaboration: Slack, Confluence, Dropbox, Google Drive, internal dashboards
Required skills & experience
* Working knowledge of HTML and JavaScript. Experience of using Chrome DevTools (will be used to explore page rendering issues and diagnose problems).
* Strong problemsolving 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.
* Selfmotivated, 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 empathize with and understand our customers needs.
You will be a great fit if you are;
* Calm and empathetic under pressure; you deescalate and clarify.
* Detailoriented - 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 youll 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.
* 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 UKbased remote teammates.
Why youll 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 realworld setting.
How to apply
Please emailcareers@sitebulb.comwith 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. Its obvious and will result in your being blocked from sending applications to us in the future. Tasteful and skilled use of AI is fine.