Help Scout

Help Scout

Staff Product Engineer

United States · Staff+

Work authorization requiredDetected 14 days ago
JavaScriptTypeScriptJavaKotlinReactFull-Stack DevelopmentCode ReviewGitPostgreSQLMySQLElasticsearchAWSKafkaRabbitMQLLMsRAGAccessibilityRecruitingCustomer SupportCommunication

About the role

  • It's where large language models stop being a demo and become a dependable part of the product: answers, drafts, and assistive features that have to be fast, trustworthy, and genuinely useful in front of real customers.
  • You're full-stack capable, customer-fluent, and genuinely fast with AI tools.
  • You ship the whole thing, not just your layer.

Responsibilities

  • Ship customer-facing AI features across the full stack. Build the experience and what's behind it - LLM-backed flows, retrieval (RAG) and embeddings, and agentic tool-calling - through to a fast, accessible, well-crafted UI. Most engineers here have a strength
  • Build evaluations, guardrails, and monitoring into AI features so quality is measurable and holds up in production.
  • Know when to trust a model's output and when to push back - and design the system so the product degrades gracefully when a model or provider misbehaves.
  • Own outcomes, not just output.
  • Co-author the solution. PMs own strategy and sequencing
  • you bring the judgment and craft for how solutions actually get built, and you'll often shape the product thinking too. The best work happens when engineers, designers, and PMs support each other.
  • Help us hire. From time to time, partner with our Talent team to interview future teammates - one of the highest-leverage things any engineer here does.

Requirements

  • You're comfortable with retrieval (RAG), embeddings, prompt/context engineering, and agentic/tool-calling patterns, and you have a point of view on what makes AI features actually reliable in production.
  • and you know that more AI-generated code is not the same as more value.
  • You move fast without sacrificing judgment, and you have a point of view on where these tools are heading.

Nice to have

  • Experience making LLM features production-grade: latency/cost tuning, fallbacks and circuit breakers across providers, moderation/safety, and handling sensitive data responsibly.
  • Help is in our first name!
  • We show up for each other - not out of obligation, but because we're invested in the team's collective success.
  • Our success relies on the quality and craft https://paulstamatiou.com/craft of the work we put into the world.
  • The status quo simply won't work.
  • So we insist on narrow focus, sweating every detail, and relentless pursuit of customer delight.
  • Achieving our true potential - collectively and individually - requires constant progress and forward momentum.
  • It reflects a mindset of accountability, proactiveness, and follow-through.

Skills

  • That means shipping and learning faster, without compromising on craft.

Compensation

  • Competitive salary and an internal, transparent salary formula based on market data

Benefits

  • Flexible time off - you choose the holidays and vacations that make sense for you
  • 12 weeks of fully paid parental leave for all new parents, including adoption and foster care
  • A home office stipend to help you get set up and productive
  • A co-working stipend up to $300 a month if you choose to work out of your house
  • A yearly professional development stipend of $1,800 to help you grow in your craft
  • If you're in the U.S. or Canada, we offer top tier health insurance for you and your dependents.

Company info

  • Help Scout builds software for relationship businesses - companies that earn loyalty through outstanding customer service. We've been on this journey since 2011, and today more than 10,000 companies use our platform to support customers of all types, from clients to patients and beyond.
  • Now we're in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it.
  • We've been a fully remote team https://articles.helpscout.com/blog/remote-culture/ since day one, with 120+ teammates now all over the world. It's a culture where you'll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career.
  • If that kind of challenge gives you energy, we'd love to meet you.
  • Help Scout builds software for relationship businesses - companies that earn loyalty through outstanding customer service.
  • We've been on this journey since 2011, and today more than 10,000 companies use our platform to support customers of all types, from clients to patients and beyond.
  • Now we're in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world.
  • Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it.
  • We've been a fully remote team https://articles.helpscout.com/blog/remote-culture/ since day one, with 120+ teammates now all over the world.
  • It's a culture where you'll be trusted to take ownership, stay curious, and raise the quality of work around you.
  • It comes with clear expectations and a team that will push you to do some of the best work of your career.
  • This role sits on our Agents team - the group building the AI-powered experiences our customers use every day.

Visa & Work Authorization

  • Teammates must already be authorized to work from their home country.
Apply directly at Help Scout →Create a free account for alerts like thisView Help Scout immigration profile

This listing is sourced directly from Help Scout's careers page and normalized into a canonical job model.