Help Scout

Help Scout

Mid/Sr. Product Engineer, Intelligence

United States · Senior

Work authorization requiredDetected 13 days ago
JavaScriptTypeScriptJavaKotlinReactFull-Stack DevelopmentCode ReviewGitPostgreSQLMySQLElasticsearchAWSKafkaRabbitMQLLMsRAGAccessibilityRecruitingCustomer SupportCommunication

About the role

  • You'll have a frontend focus (strong JavaScript/TypeScript and real front-end craft) while operating as a full-stack product engineer.
  • You're full-stack capable, customer-fluent, and genuinely fast with AI tools.
  • We're heavy users of the AWS ecosystem, Slack, GitHub, and Linear.

Responsibilities

  • You'll design and build intelligence features from zero-to-one from loosely defined specs, collaborating closely with your product, design, and engineering teammates.
  • Co-author the solution. PMs own strategy and sequencing
  • you bring the judgment and craft for how solutions actually get built. 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. This is 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 Intelligence team - the group building cross-platform experiences that surface actionable data to customers exactly when and where they're most helpful.
  • You should be comfortable making calls, evaluating outcomes, and iterating on your work to make the best experience for customers.

Visa & Work Authorization

  • Teammates must already be authorized to work from their home country.
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This listing is sourced directly from Help Scout's careers page and normalized into a canonical job model.