Ghost(Pro)
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).
Build things to remove your own work (scripts, internal tools, automations, integrations).
Practical AI fluency (deployed LLM-powered workflows in support/operations context).
Genuinely clear writer (tickets, internal docs, incident write-ups, bug reports, Slack messages).
Low ego, high autonomy (comfortable owning things, open to feedback).
Interest in digital publishing and journalism.
Nice to have
Prior open-source contributions, especially to a project of comparable scale.
Experience with email deliverability.
Familiarity with Stripe, membership/subscription billing edge cases.
You’ve run your own publication on Ghost (or somewhere else).
Salary & benefits
The salary range for this position is $90,000 to $130,000 USD . Most offers we make fall somewhere in the middle of the range, and the exact offer depends on a combination of your experience and our interview process.