Support Operations Engineer

Overview

Job Description

Responsibilities

• - 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.
• - 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.
• - Answer tickets — selectively and well. You’ve come up through support, or stepped across from product engineering, because you love puzzles.

Required Skills

• - 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.
• - Comfortable in our stack. Ghost is a full-stack JavaScript app.
• - You build things to remove your own work. Scripts, internal tools, automations, integrations between Front, Linear and the rest of our support stack.
• - Practical AI fluency. You’ve actually deployed LLM-powered workflows in a support or operations context.
• - A genuinely clear writer. We’re a remote team that runs on writing.
• - Low ego, high autonomy. You’re comfortable being the only person who owns a thing.
• - An interest in digital publishing and journalism.

Benefits

• - Competitive salary Based on role, skill, experience and location.
• - Work from anywhere Everything we do is online.
• - Hardware A brand new MacBook Pro + a budget for office setup and the latest AI tools.
• - Co-working If you prefer to work from a co-working space, we'll help pay for it.
• - Continue your personal development A budget for attending conferences, taking courses, and purchasing books.
• - Worldwide team trips The last few trips have taken us to the UK, Spain & Italy.
• - 4-day work weeks We close the office on Fridays.
• - Generous paid vacation We want everyone to have proper time off.
• - Paid parental leave When the time comes to welcome a new member of the family, we offer generous and fully paid parental leave.
• - Pay reviews Everyone at Ghost receives an annual pay review against market rates.