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Engineering Manager

Help Scout, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead and inspire a high-performing, fully-remote team of 5–8 engineers who build and maintain the core Java/Kotlin services that power Help Scout’s customer-support platform used by 10,000+ companies.
• Own the complete engineering lifecycle for your squad—from quarterly OKR planning through architecture, delivery, and post-launch iteration—ensuring every release meets exacting standards for quality, accessibility, reliability, performance, and security.
• Coach engineers at every level: pair program, review pull requests, and occasionally write non-critical-path code so you can model best practices and keep your technical edge sharp.
• Drive cross-functional collaboration with Product Managers, Designers, and Product Operations in triads that turn ambitious product ideas into shippable, customer-delighting features.
• Champion continuous improvement by spearheading guild-level initiatives that reduce technical debt, improve tooling, and enable engineers to rotate to new areas of the codebase every four months without friction.
• Foster a culture of psychological safety where giving and receiving candid feedback is normal, mistakes are treated as learning opportunities, and everyone feels empowered to own the outcome of their work.
• Remove bureaucratic drag by streamlining processes, automating repetitive tasks, and advocating for lightweight rituals that keep the team focused on delivering value rather than managing overhead.
• Mentor future leaders: identify growth paths, sponsor stretch assignments, and provide the kind of radical candor that helps people level-up in craft and collaboration.
• Contribute to hiring and onboarding by defining role specs, running interviews, and designing an onboarding experience that gets new engineers productive within their first week.
• Uphold Help Scout’s B-Corp ethos by ensuring engineering decisions balance customer impact, team sustainability, and social responsibility—living the values of Happy to Help, Craft over Convention, Progress not Perfection, and Own the Outcome.
• Maintain transparent, asynchronous communication across time zones (EU & North America) by writing clear specs, decision records, and retrospectives that keep stakeholders aligned without unnecessary meetings.
• Measure what matters: instrument services for observability, set SLIs/SLOs, and use data to guide trade-offs between velocity, technical debt, and long-term platform health.
• Stay close to the customer by joining support rotations, reading user feedback, and translating real-world pain points into elegant technical solutions.
• Balance delivery with engineering excellence—knowing when to ship an MVP and when to invest in foundational improvements that compound over time.
• Celebrate wins loudly and learn from failures openly, reinforcing a culture where progress, not perfection, is the daily standard.

🎯 Requirements

• Proven track record as an accomplished software engineer with deep, recent hands-on experience in Java and/or Kotlin in production systems.
• Demonstrated success managing or leading engineering teams (5+ direct reports) in a high-trust, low-bureaucracy environment—preferably in a fully remote setting.
• Exceptional written and verbal communication skills; able to distill complex technical topics into clear, concise prose that keeps distributed teammates aligned.
• Comfortable operating across the full stack and cloud infrastructure (AWS, Docker, CI/CD) so you can guide architectural decisions and unblock your team quickly.
• Strong mentoring and coaching mindset with concrete examples of accelerating individual growth and increasing team engagement.

🏖️ Benefits

• Fully remote role with flexible hours—work from anywhere while overlapping at least four hours with 9 a.m.–5 p.m. ET to stay connected with your squad.
• Competitive salary plus equity for every team member, aligning your financial upside with the long-term success of Help Scout.
• Comprehensive health, dental, and vision benefits for U.S. and Canadian employees; country-specific support for international teammates.
• Generous PTO, paid volunteer days, and a culture that actively encourages unplugging to maintain sustainable pace and avoid burnout.

Skills & Technologies

Java

Kotlin

Remote

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Help Scout, Inc.

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About Help Scout, Inc.

Help Scout provides cloud-based customer support software that combines shared inboxes, knowledge base publishing, and live chat into one platform designed for growing businesses. Founded in 2011, the company offers tools for email management, customer self-service, and proactive messaging, emphasizing simplicity and team collaboration. Its products serve SaaS, e-commerce, and online service companies seeking to scale support without compromising a personalized customer experience. Help Scout operates as a fully remote organization serving thousands of customers worldwide while maintaining a focus on transparency and sustainable growth.

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