Staff Product Engineer - Help Scout

Who we are

Help Scout has been a fully remote team since 2011, dedicated to building software that treats customers like people. We are currently reimagining our platform for an AI-native world, focusing on shipping fast without compromising on craft.

About this role

We are looking for a Staff Product Engineer to join our Agents team. You will build end-to-end AI-powered experiences—from the retrieval and agentic plumbing to the polished, accessible interfaces our customers use daily. While you will operate as a full-stack engineer, this role has a frontend center of gravity.

How we work

• Tech Stack: Kotlin, Java, TypeScript, React, PHP, Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, PostgreSQL, and vector search.
• Tools: AWS, Slack, GitHub, Linear, and AI-assisted coding tools like Cursor and Claude Code.
• Team Structure: Small, project-based teams (typically 2-3 engineers and a PM/Designer).

What you'll do

• Ship AI Features: Build LLM-backed flows, RAG, and agentic tool-calling features with a focus on fast, accessible UI.
• Ensure Quality: Build evaluations, guardrails, and monitoring to ensure AI features are reliable and trustworthy in production.
• Front-end Craft: Prioritize responsiveness, streaming states, and accessibility to ensure AI features feel reliable.
• Customer Connection: Participate in support rotations and customer calls to maintain a deep understanding of user needs.
• Own Outcomes: Define success metrics, instrument your work, and iterate based on real-world performance.
• Collaborate: Partner with PMs and designers to shape product strategy and build production-ready, scalable solutions.

About you

• Full-Stack Capability: Strong experience with TypeScript and React, with the ability to own the full development lifecycle.
• AI Experience: Proven experience building production-grade LLM features (RAG, embeddings, tool-calling).
• Ownership Mindset: You take responsibility for reliability, monitoring, and the long-term success of the features you ship.
• Communication: Excellent written communication skills, essential for our remote-first culture.

Benefits

• Competitive salary with a transparent formula.
• Flexible time off and 12 weeks of fully paid parental leave.
• Home office and co-working stipends.
• $1,800 annual professional development stipend.
• Top-tier health insurance for U.S./Canada-based employees.