Support Operations Engineer

We’re looking for a Support Operations Engineer to help us serve tens of thousands of publishers on Ghost(Pro). Full-time · Remote · UTC−5 - UTC+3

Hey there! We're looking for a new member to join the Ghost team, maybe that's you?

We're a non-profit organization on a mission to create modern, independent publishing technology to power the future of online journalism. This is not a rocket-ship. You won't find any unicorn glitter or exponential curves around here, just a real company with a sustainable business which has been profitable from year 1 and has been growing healthily ever since. Currently our annual revenue is $10,000,000+. We're very transparent about our mission and our metrics, you can read all about us. Ghost is a full stack web application for running independent publications. It’s one of the most popular modern open source projects in the world, and is used in production by tens of thousands of websites and companies. Chances are you've already visited and read sites which run on Ghost! Our users range from renowned publications like 404 Media, Platformer, Tangle News, to prominent tech companies like YCombinator, First Round Review, Cloudflare and Kickstarter, and many, many more.

Scaling support, while staying small and human

This role is open to candidates in time zones between UTC−5 and UTC+3. Most “Senior Support Engineer” roles are a polite way of saying “answer harder tickets”. This isn’t that role. This is a role for someone who wants to be the support to support. You’ll think in processes, and have an interest in products. Support will be your product, and our brilliant support team will be your customers. Ghost(Pro) is growing, our customers are getting more sophisticated, and the ticket queue is growing with them. The support team prides itself on its relationships with publishers, and would never want to just let a chat bot take the stage for them, but we’re also an intentionally small team and we want to focus our time where it delivers the most value. We need someone who will walk in, look at how support actually works, and start removing the work through better tooling, smarter automations, sensible use of AI, sharper docs, and the occasional bug fix that stops a category of tickets at the source. The bias we want is towards reducing future tickets, not just clearing today’s. Optimising the team should come before getting bogged down in the queue. Yes, you’ll still answer tickets — that’s how you stay close to the customer and spot the patterns worth fixing — but a successful first six months looks like the team handling more, faster, with the same number of humans, accelerating our publishers’ success, and feeling great about it.

What you’ll be doing

🛠 Make Support more efficient. Audit our workflows, tooling, automations, routing, knowledge base, and metrics. Find the leaks. Fix them. Build internal tools and integrations where buying isn’t the right answer.
🤖 Use AI where it earns its keep. Deploy automations and AI assistance (for triage, drafting, summarisation, internal search, classification — whatever moves the needle) without shipping any slop that erodes customer trust. You’ll be the person who decides where AI is genuinely better, and where a human reply is still the right call.
🐛 Squash bugs that are in our way. When a recurring issue keeps generating tickets and the product team is heads-down on a roadmap item, we don’t want to divert their attention. You’ll pick up small-to-medium bug fixes in the Ghost codebase yourself, get them reviewed and shipped, and unblock publishers quickly.
🎟 Answer tickets — selectively and well. You’ve come up through support, or stepped across from product engineering, because you love puzzles. We’ll save you the best ones. Help us understand the difficult cases, fix what you can, triage and assign issues for what you can’t, and coach colleagues to do the same.

What we’re looking for

We're looking for a senior individual contributor with at least 2+ years of engineering experience and 2+ years of support experience. You'll love solving customer problems and be able to take a project from "this is annoying" to "this is fixed" without needing someone else to break it down for you. You’ll likely tick most of these boxes:

Real software engineering experience at a technical SaaS product. You’ve handled a queue, owned tooling, and shipped improvements that have made your colleagues’ days easier and more fun. You’ve most likely worked with B2B products (bonus points for experience with publishing or email software).
Comfortable in our stack. Ghost is a full-stack JavaScript app. You don’t need to be expert in all of it on day one,but you should be able to readthe code ,fix small things ,and ramp up fast .
You build things to remove your own work . Scripts ,internal tools ,automations ,integrations between Front ,Linearand therestofoursupport stack .You don’t waitfor someonetobuildthe thingforyou .
Practical AI fluency . You’ve actually deployed LLM-powered workflows in a support or operations context .You have opinions about where they helpand where they hurt ,and you can tellthedifference betweena demoandsomething safe toputin frontofcustomers .
A genuinely clear writer . We’rea remote teamthat runson writing .Tickets ,internal docs ,incident write-ups ,bug reports ,Slack messages — itall needs tob e clear ,honestand short .
Low ego ,high autonomy . You’re comfortable beingthe only personwho ownsa thing ,andequally comfortable being toldyour idea isn’t theright one .You don’t need al otof process toget moving ,andyou don’t createal otof processfor others .
An interestin digital publishingand journalism . Our customersare writers ,newsroomsand creators whodependon Ghostto makealiving .Caringabout what they do matters .

Bonus points for

Prior open-source contributions ,especiallytoaprojectof comparablescale .
Experience withemail deliverability — newslettersareabigpartofwhatGhostdoes .
Familiaritywith Stripe,membership/subscription billing edgecases .
You’ve runyourown publicationon Ghost(or somewhere else) .

What it's like to work here:

You’ll sit inside thesupport team ,working alongside ourestablishedsupport engineers .You’ll havea close working relationshipwiththe Migrations team(who helpnew customers moveto Ghost)andwithouron-call engineers(who pickupthe genuinely-broken-in-production things) .The roles overlapatthe edges — being friendlyand usefulacrossthose boundaries matters asmuchasbeing goodatyourown job . We work remotelyfrom all overthe world.Mostofour communicationhappensin Slack ,Linearand Front ,withthe occasionalGoogle Meet.Mostpeopleat Ghosthaveoneortwo callsa week,n otoneortwo aday. There’s no on-call rotationforthis role — thatliveswithourplatformteamandproduct engineers .Your jobisto reduceworkthat’s reachingthe queueinthe first place,andhandle support-side workbrilliantly whenit does. Almost everythingyou buildwill go outunderan open-source licence.The fixesyou shipto Ghost itself livein public,on GitHub ,withyour nameonthem.

Salary & benefits

The salary rangeforthis positionis $90 000to $130 000USD .Mostofferswe make fall somewherein middleof range,and exact offerdependson combinationofy ourexperienceand interview process. On topof that,we offerrangeof benefits...

All jobsat Ghost come with

💵 Competitive salary Basedon role ,skill ,experienceand location . 🌍 Work from anywhere Everything wedoisonline.As long asyou havewifi,you're all set. 💻 Hardware A brand new MacBook Pro + budgetfor office setupand latest AI tools. 🏢 Co-working Ifyou preferto workfrom co-working space,we'll help payfor it. 📚 Continue your personal development A budgetfor attending conferences,taking courses,and purchasing books. ✈️ Worldwide team trips The last few tripshave taken us tothe UK ,Spain & Italy. 📅 4-day work weeks We close officeon Fridays.Enjoy! 🏝 Generous paid vacation We want everyoneto have proper time off.We even shut down fortwo weeks over Christmas. 👶 Paid parental leave When time comes towelcome new memberof family,we offer generousand fully paid parental leave. 📈 Pay reviews Everyoneat Ghost receives annual pay review against market rates ,so compensation can grow alongside experienceand impact. 🐶 Dog friendly office ...just kidding we literally don't have office.So ,um.Feelfreetoworkwith your dog.Cats are cool,to o.

Who you'll be working with

sarah support 🇺🇸 j on support lead 🇬🇧 bob support 🇵🇹 matthew support 🇺🇸

Howto apply 🚀

ur hiring processand timelinecan varyfrom role torole,but typicallyyou can expect: l.We'll reviewyour application against needs oft eam . l.A video callwith memberof operations team so we can gettoknow each other little better.It' s informal call ,there's nothingto prepare . l.A second video call ,usuallywith hiring manager.This call has more technical focusand gives opportunityto find out what might belike tomemberof Ghost team . l.A third video call will bememberof Support Team . l.A paid trial project - typically15 hours work.This provides great opportunityto understand what it's liketo workat Ghost . l.A fourth video callto review trial project . l.A final interview . l.An offer 🎉 .We receive lotof applications foreach position.Real human memberof Ghost team will review every one,sotakeyour time -we careabout details.We especially encourage applicationsfrom womenand people from underrepresented groups.Apply now# Notthe right positionfor you? l.If this role isn't rightfor you,but you're interestedin hearing about other roles that openup infuture,you cansubscribe totheir careers mailing list!We never use this listfor any promotional emails ,marketing ,or anything else.We're non-profit organisationon missiontocreate modern ,open source publishing technologytopowerthe futureof independent journalism.[Our website](https://ghost.org)