Mid/Sr. Product Engineer, Intelligence - Help Scout

Who we are

Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. We are reimagining how we operate in an AI-native world, shipping faster without compromising on craft. We have been a fully remote team since day one, with 120+ teammates globally.

About this role

This role sits on our Intelligence team, building cross-platform experiences that surface actionable data to customers. We are looking for a full-stack product engineer with a strong frontend focus (JavaScript/TypeScript and React).

How we work

• Tech Stack: TypeScript, React, Kotlin, Java, PHP, Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, PostgreSQL, and LLM tooling.
• AI-First: We use Cursor and Claude Code daily; you will help shape our internal AI workflows.
• Ownership: Engineers own their work from problem definition through production, including instrumentation and monitoring.
• Collaboration: Small, project-based teams consisting of engineers, PMs, and designers.

What you'll do

• Ship Features: Build intelligence features from zero-to-one with a focus on smooth user experiences.
• Front-end Craft: Prioritize responsiveness, accessibility, and reliability in assistive features.
• Customer Connection: Stay close to customer needs through support rotations and direct feedback.
• Outcome-Oriented: Define success metrics, instrument them, and iterate based on real-world impact.
• Production Readiness: Own the full lifecycle, including automation, monitoring, and alerting.

About you

• Full-Stack Capable: Strong experience with TypeScript and React; comfortable shipping end-to-end.
• AI Quality Bar: You think in terms of evaluation, verification, and guardrails for AI features.
• Customer-Fluent: You actively seek out customer signal to solve real problems.
• Communication: Excellent written communication skills, essential for our remote-first culture.

Benefits

• Competitive salary with transparent formula
• Flexible time off
• 12 weeks fully paid parental leave
• Home office and co-working stipends
• Yearly professional development stipend ($1,800)
• Top-tier health insurance (US/Canada)