Mid/Sr. Product Engineer, Intelligence

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Help Scout

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

SaaS • Customer Support

Help Scout is a customer support platform that offers a range of tools to empower teams and enhance the customer experience. The platform includes features such as a shared inbox, live chat, self-service knowledge base, and proactive messaging to help teams deliver personalized and efficient support. Help Scout emphasizes the importance of a personal touch in customer service, integrating AI tools in a supportive way rather than allowing AI to dominate the customer experience. It caters to a variety of industries with a focus on maintaining outstanding support that prioritizes both the team and the customer.

📋 Description

• Ship customer facing features across the full stack, with a focus on smooth user experiences. • You’ll design and build intelligence features from zero-to-one from loosely defined specs, collaborating closely with your product, design, and engineering teammates. • You should be comfortable making calls, evaluating outcomes, and iterating on your work to make the best experience for customers. • Sweat the front-end craft. • You care about responsiveness, streaming/loading states, accessibility, and the small details that make an assistive feature feel reliable rather than gimmicky. • Stay close to customers. • Join customer calls when more context is needed to design the right solution, participate in a support escalation rotation, and watch session recordings on the features you own. • Bring that signal back into the work. • Own outcomes, not just output. • Before a project starts, you and a PM agree on a specific outcome metric the work is trying to move. • You instrument it, and after it ships you're watching the dashboard and talking to customers to ensure its impact. • Co-author the solution. • PMs own strategy and sequencing; you bring the judgment and craft for how solutions actually get built. You'll often shape the product thinking too. • The best work happens when engineers, designers, and PMs support each other. • Own production readiness from the start. • Automation, reliability, monitoring, alerting, and logging are all part of how you ship. • The work continues after merge. • Use AI tools every day as part of your craft. • We expect fluency with Cursor, Claude Code, or similar. • If you saw a way to make the team's AI workflow better tomorrow, you'd say so. • Help us hire. • From time to time, partner with our Talent team to interview future teammates. This is one of the highest-leverage things any engineer here does.

🎯 Requirements

• You're a strong, full-stack-capable engineer. • You have substantial JavaScript/TypeScript and React experience and real front-end craft, and you take initiative across the stack and ship end-to-end without waiting for someone to own the other half. • You've built real things with LLMs — not just prototypes. • You're comfortable with retrieval (RAG), embeddings, prompt/context engineering, and agentic/tool-calling patterns, and you have a point of view on what makes AI features actually reliable in production. • You hold a high bar for AI quality. • You think in terms of evaluation, verification, and guardrails; you measure whether an AI feature works rather than assuming it does; and you know that more AI-generated code is not the same as more value. • You're genuinely fluent with AI coding tools and treat them as part of your craft. • You move fast without sacrificing judgment, and you have a point of view on where these tools are heading. • You're customer-fluent. • You actively seek out customer signal because it's how you stay connected to whether your work is actually solving the problem. • You own outcomes. • You measure your work, and you're comfortable saying "this didn't move what we hoped, here's what we want to try next," then following through. • You take ownership of the full development lifecycle — automation, reliability, resilience, monitoring, alerting, and logging built in from the start. • You stay with what you ship until the metric moves and the customer is better off. • You communicate clearly in writing and in conversation. • Relevant experience making LLM features production-grade: latency/cost tuning, fallbacks and circuit breakers across providers, moderation/safety, and handling sensitive data responsibly. • 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.

🏖️ Benefits

• Competitive salary and an internal, transparent salary formula based on market data • Flexible time off – you choose the holidays and vacations that make sense for you • 12 weeks of fully paid parental leave for all new parents, including adoption and foster care • A home office stipend to help you get set up and productive • A co-working stipend up to $300 a month if you choose to work out of your house • A yearly professional development stipend of $1,800 to help you grow in your craft • If you’re in the U.S. or Canada, we offer top tier health insurance for you and your dependents.