Help Scout
Staff Product Engineer
USRemotePosted Today$187,000 – $214,000
Full TimeSeniorRemoteUS
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Job Description
Who we are Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. 3+ billion conversations later, more than 10,000 companies use Help Scout
Key Highlights
- We develop in Kotlin, Java, TypeScript, React, and PHP.
- We leverage Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, and PostgreSQL — plus vector search and LLM tooling for our AI features.
- We’re heavy users of the AWS ecosystem, Slack, GitHub, and Linear.
- We use AI tools — Cursor, Claude Code, and a growing set of internal tools — every day. We treat our AI workflow as a product we’re shaping together, and we expect you to help shape it.
- Teams are small and project-based. You might be 3 engineers and a PM on one project, 2 engineers and a designer on the next, or holding more of the product thinking yourself. You’re expected to operate well across different compositions and ship end-to-end.
Qualifications
Preferred Qualifications
- Experience making LLM features production-grade: latency/cost tuning, fallbacks and circuit breakers across providers, moderation/safety, and handling sensitive data responsibly.
- Familiarity with evaluation/observability tooling for AI (LLM-as-judge, test sets, tracing) and the discipline of building representative eval sets.
- Design sensibility — comfort partnering closely with designers and elevating the craft of an interface, not just implementing a spec.
- Experience in customer support, productivity, or other tools where trust and reliability are the product.
- Experience making LLM features production-grade: latency/cost tuning, fallbacks and circuit breakers across providers, moderation/safety, and handling sensitive data responsibly.
- Familiarity with evaluation/observability tooling for AI (LLM-as-judge, test sets, tracing) and the discipline of building representative eval sets.
- Design sensibility — comfort partnering closely with designers and elevating the craft of an interface, not just implementing a spec.
- Experience in customer support, productivity, or other tools where trust and reliability are the product.
Skills & Technologies
JavaScriptTypeScriptKotlinJavaReactPHPElasticsearchKafkaRabbitMQMySQLPostgreSQLAWS
About the Company
Help Scout
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Job Details
Employment Type
Full Time
Experience Level
Senior
Salary Range
$187,000 – $214,000
Location
US
Work Mode
Remote
Posted
Today
Country
US