Sr. Product Engineer

Help Scout, Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• As a Sr. Product Engineer on the Agents team at Help Scout, you will build AI-powered features that transform how support teams work, turning large language model capabilities into reliable, customer-facing tools that drive real outcomes in customer service.
• You will ship end-to-end AI features daily — from retrieval and agentic plumbing to polished, accessible UIs — using JavaScript/TypeScript, React, and full-stack capabilities while owning quality, monitoring, and customer impact from inception to production.
• Help Scout is a fully remote, mission-driven company serving over 10,000 relationship-focused businesses with AI-native customer service software, where craft, ownership, and customer trust are paramount in a culture of trust, curiosity, and continuous learning.
• You will deepen your expertise in production-grade LLM systems, AI evaluation, and full-stack product engineering while shaping how AI tools are used internally and influencing product direction through close collaboration with PMs, designers, and customers.

🎯 Requirements

• Strong full-stack engineering ability with a frontend center of gravity, including substantial JavaScript/TypeScript and React experience
• Proven experience building real LLM-powered features in production, including retrieval (RAG), embeddings, prompt engineering, and agentic/tool-calling patterns
• Fluency with AI coding tools (e.g., Cursor, Claude Code) and a commitment to using them judiciously as part of your craft
• Customer-fluent mindset: actively seeks customer signals via calls, support escalations, and session recordings to inform solutions
• Owns outcomes: defines success metrics upfront, instruments work, and iterates based on real impact rather than just shipping features
• Takes full ownership of the development lifecycle, including automation, reliability, monitoring, alerting, and logging from the start

🏖️ Benefits

• Competitive salary with an internal, transparent formula based on market data
• Flexible time off — choose your own holidays and vacations
• 12 weeks of fully paid parental leave for all new parents (including adoption and foster care)
• Home office stipend and co-working stipend up to $300/month
• Yearly professional development stipend of $1,800
• Top-tier health insurance for U.S. and Canada-based employees and dependents

Skills & Technologies

JavaScript

TypeScript

Java

PHP

Kotlin

Senior

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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