Help Scout

2 weeks ago

Mid/Sr. Product Engineer, Intelligence

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Build end-to-end intelligence features for customer-facing cross-platform experiences, with a frontend focus and full-stack ownership. Develop in TypeScript, React, Kotlin, Java, and PHP, leveraging AWS and data/streaming systems to power AI capabilities. You’ll sweat UI craft, evaluate AI reliability in production (RAG, embeddings, prompt engineering), stay close to customer signals, and ship with strong production readiness, monitoring, and automation.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Ship customer-facing intelligence features across the full stack, designing and building from zero-to-one with product, design, and engineering collaboration.
•Sweat front-end craft, including responsiveness, streaming/loading states, accessibility, and reliable assistive experiences.
•Stay close to customers by joining calls, participating in support escalations, and using session recordings to inform improvements.
•Own outcomes by instrumenting and tracking specific outcome metrics, then reviewing dashboards and customer feedback post-ship.
•Ensure production readiness with automation, reliability, monitoring, alerting, and logging, and use AI tools daily as part of the engineering craft.

Pay and Benefits

Salary: USD 131,000 - 175,000 annually

Equity and Bonus:Equity

Perks:Parental LeaveHealth InsuranceHome OfficeCo-working StipendLearning Budget

Key Requirements

•Substantial JavaScript/TypeScript and React experience with real front-end craft, while being full-stack capable and shipping end-to-end.
•Comfort building customer-facing intelligence features from loosely defined specs and iterating based on outcomes.
•Experience building real production LLM features, including retrieval (RAG), embeddings, prompt/context engineering, and agentic/tool-calling patterns.
•Strong AI quality mindset: evaluation, verification, and guardrails to ensure AI reliability in production.
•Own outcomes across the full development lifecycle, including automation, reliability, resilience, monitoring, alerting, and logging.

Experience:AILLMFull-stack

Skills:Customer focusCommunicationOwnershipIterationJudgment

Tech Stack:TypeScriptReactKotlinJavaPHPElasticsearchClickHouseKafkaFlinkRabbitMQMySQLPostgreSQLAWSSlackGitHubLinearCursorClaude CodeVector searchLLM

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Help Scout

Provides a subscription-based help desk and knowledge base platform (shared inbox, live chat, in-app messaging, Docs/Beacon) that helps SMBs manage customer support and improve customer experience.

Industry: Enterprise Software

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series B

Headquarters: Boston, United States

Founded: 2011

Glassdoor: 3.3

Website LinkedIn Glassdoor

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Help Scout

2 weeks ago

Mid/Sr. Product Engineer, Intelligence

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Ship customer-facing intelligence features across the full stack, designing and building from zero-to-one with product, design, and engineering collaboration.
•Sweat front-end craft, including responsiveness, streaming/loading states, accessibility, and reliable assistive experiences.
•Stay close to customers by joining calls, participating in support escalations, and using session recordings to inform improvements.
•Own outcomes by instrumenting and tracking specific outcome metrics, then reviewing dashboards and customer feedback post-ship.
•Ensure production readiness with automation, reliability, monitoring, alerting, and logging, and use AI tools daily as part of the engineering craft.

Pay and Benefits

Salary: USD 131,000 - 175,000 annually

Equity and Bonus:Equity

Perks:Parental LeaveHealth InsuranceHome OfficeCo-working StipendLearning Budget

Key Requirements

•Substantial JavaScript/TypeScript and React experience with real front-end craft, while being full-stack capable and shipping end-to-end.
•Comfort building customer-facing intelligence features from loosely defined specs and iterating based on outcomes.
•Experience building real production LLM features, including retrieval (RAG), embeddings, prompt/context engineering, and agentic/tool-calling patterns.
•Strong AI quality mindset: evaluation, verification, and guardrails to ensure AI reliability in production.
•Own outcomes across the full development lifecycle, including automation, reliability, resilience, monitoring, alerting, and logging.

Experience:AILLMFull-stack

Skills:Customer focusCommunicationOwnershipIterationJudgment

Tech Stack:TypeScriptReactKotlinJavaPHPElasticsearchClickHouseKafkaFlinkRabbitMQMySQLPostgreSQLAWSSlackGitHubLinearCursorClaude CodeVector searchLLM

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Help Scout

Provides a subscription-based help desk and knowledge base platform (shared inbox, live chat, in-app messaging, Docs/Beacon) that helps SMBs manage customer support and improve customer experience.

Industry: Enterprise Software

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series B

Headquarters: Boston, United States

Founded: 2011

Glassdoor: 3.3

Website LinkedIn Glassdoor