Customer Support Engineer

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Customer Support Engineer

We're looking for a support engineer to work directly with our most important customers and help them build exciting projects using Ghost.

Full-time · Remote

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

We're a non-profit organisation on a mission to create modern, independent publishing technology to power the future of online media.

This is not a rocket-ship startup. 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 Recurring Revenue is $4,000,000. 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 and newsletters, paving the way for the ever-growing creator economy. It’s one of the most popular modern open source projects in the world, and is used in by tens of thousands of creators and companies. 

Our users range from some of the world's largest creators, vloggers, podcasters and makers, to mainstream publications like The Stanford Review and Harvard International Review. Companies use Ghost for their publishing needs too, so you'll see our product powering blogs for people like Apple, Square, DuckDuckGo, OpenAI, CloudFlare, Digital Ocean, Mozilla, Tinder and many, many more.

As the company grows, we're looking for an ambitious support engineer to join the team and work with directly with our customers. This is a really important role for us, and it comes with a diverse range of work and responsibility to solve problems and help build and deliver projects for our customers.

What we're looking for  🔎

This role is about supporting our most important customers and helping them successfully use and build publications with Ghost. This involves some simple things like getting to grips with product features, and many more advanced/technical challenges like configuring DNS, developing custom themes, dealing with imported/migrated data sets, recommending best practices for building subscription businesses, and integrating with 3rd party platforms.

Here are 3 big projects that our customer support team helped to migrate, manage, and build on top of Ghost:

  • Buffer.com - Tens of thousands of posts across from 3 different WordPress installs, with millions of visitors every month.
  • Unsplash.com - A custom migration from an old Medium publication, to give a new home to the world's most beautiful free photography
  • TheBrowser.com - One of the largest premium publications out there, who migrated from Substack with tens of thousands of paying subscribers.


Support engineering work at Ghost tends to involve deep technical knowledge paired with curiosity about the latest and greatest movements in web development trends to help guide customers toward creating successful businesses.

Since we introduced Ghost 4.0 in March 2021, our total number of customers has just about doubled. We've never had more interest and more people who are excited about setting up new sites. It's a really exciting time for everyone here, and our team is growing quickly to keep up with the demand.

That's where you come in!

We're looking for web based engineers who thrive working across lots of different areas and pulling together technical solutions. Customer support engineering at Ghost involves work with HTML, CSS, dynamic templates, scripts, CLI tools, CSV files, DNS configuration, redirects, meta data and a lot of trial+error.

This role would be really well suited to web developers who have delivered client or customer projects using content management systems before, and understand a lot of the nuance behind what it takes to build and launch those types of websites.

As well as working directly with customers who get in touch with us, there's lots of opportunity to help craft better tooling, documentation and features across the whole company - so that all our users have a better experience with Ghost.

We value diversity of all types at Ghost and our team is made up of a kind, thoughtful group of people with a wide range of backgrounds. We have as many people who speak German as we do English, some of us are single, others are married, while others are parents. We actively try to find people with different perspectives and experiences to the ones we already have. Women and minorities of any description are especially encouraged to apply!


What it's like to work here 

Well, we work remotely from all over the world! Most communication happens on Slack, with weekly meetings via Zoom. That used to be something remarkable that was worth mentioning, but hey — things are weird now.

The biggest perk of working at Ghost is that we have a small, talented team with a very large audience. This means you have the ability to have a huge impact on the product and the company, whilst also having interesting and challenging problems to work on. We believe deeply in what we do, and we're all in this to build something lasting, sustainable and positive.

All jobs at Ghost come with

💵 Competitive salary
We pay well at market rates reflecting both location and experience

🌍 Fully remote work
Work from anywhere in the world, or travel continuously if that's your thing. Everything we do is online. As long as you have wifi, you're all set.

💻 All the tech you need
We'll pay for whatever hardware and software you need to work and make sure you're regularly upgraded to the latest versions.

🏢 Office costs covered
Whether you prefer a home office or a co-working space, we'll help pay for it.

📚 Personal development
An annual budget for books, courses, conferences and travel expenses.

✈️ Twice annual international team retreats
Every 6 months we get the whole crew together for a week away. The last few trips have taken us to Dubai, Thailand, Austria & Egypt.

📅 3 day weekends, all year long
We close the office on the last Friday of every single month. Enjoy!

🏝 Unlimited paid vacation
Minimum 2 weeks per year, if you don't take it yourself, we kick you out of the office in December until the new year rolls around.

👶 Paid parental leave
When the time comes to welcome a new member of the family, we offer 3 months fully paid parental leave.

📈 Guaranteed pay-reviews
Everyone at Ghost receives annual pay reviews to update their salary for market rate changes and inflation.

🐶 Dog friendly office
Just kidding we literally don't have an office - but apparently tech companies think is an important detail to put on job descriptions and we didn't want to feel left out. So, um. Feel free to work with your dog.

Cats are cool, too.

Who you'll be working with

Sarah 🇺🇸

Support

Paul 🇬🇧

Support

Justin 🇺🇸

Support

How to apply  🚀

We’re profitable, AKA we have unlimited runway, and we have very healthy revenue growth. There's no investor pressure, time limit, or need to hire as many people as fast as possible to fill a fancy office. We want to keep the team small, automate as much as possible with robots, build great software, and enjoy our work. Those are the things we optimise for. If that sounds like a good fit for you, then we’d encourage you to get in touch.

All jobs at Ghost start with an application form, progressing to 1-2 short interviews, and finally a (paid) trial project assignment.

Rather than trying to guess if we'll work well together based on lengthy arbitrary interview questions or challenges - instead we invite promising candidates to work on a real life trial project with us and pay them for their time. Trial projects are typically 10-20 hours of practical work, and give us an opportunity to get to know each other prior to pursuing a full time offer. It’s also a chance for candidates to get to know the Ghost team and make sure that it’s a good fit for them.

The button below will take you to the application form for this position where you can tell us a little more about yourself. We generally get lots of applications for each open position, so please take your time and give plenty of detail when filling out details in the form!

Women and minorities of any description are especially encouraged to apply.

Not the right position for you?

If this role isn't right for you, but you're interested in hearing about other roles that open up in future, you can subscribe to our careers mailing list! We never use this list for any promotional emails, marketing, or anything else.