Help Scout

2 weeks ago

Staff Product Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Build end-to-end, customer-facing AI features for the Agents team—owning everything from LLM-backed flows, retrieval (RAG), embeddings, and agentic tool-calling to a fast, accessible UI. You’ll validate AI output with evaluations, guardrails, monitoring, and graceful degradation in production. With a frontend center of gravity (JavaScript/TypeScript and React) and full-stack ownership, you’ll stay close to customers and drive outcome metrics.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Sr. Manager level

Key Responsibilities

•Ship customer-facing AI features across the full stack, including LLM-backed flows, retrieval (RAG) and embeddings, and agentic tool-calling through to the UI.
•Verify AI output with evaluations, guardrails, monitoring, and graceful degradation when models/providers misbehave.
•Sweat front-end craft—responsiveness, streaming/loading states, accessibility, and small details that build customer trust.
•Stay close to customers by joining customer calls, participating in a support escalation rotation, and using session recordings to shape improvements.
•Own outcomes and production readiness by instrumenting outcome metrics, monitoring dashboards, and building reliability/alerting/logging from the start.

Pay and Benefits

Salary: USD 187,000 - 214,000 annually

Perks:Parental LeaveHealth InsuranceRemote WorkHome OfficeLearning BudgetCo-working Stipend

Key Requirements

•Strong full-stack engineering with a frontend center of gravity and real front-end craft, including initiative across the stack.
•Substantial JavaScript/TypeScript and React experience; ship end-to-end without waiting for others.
•Experience building real LLM-powered features using retrieval (RAG), embeddings, prompt/context engineering, and agentic/tool-calling patterns.
•High bar for AI quality: evaluation, verification, and guardrails that measure performance in production.
•Customer-fluent and comfortable communicating clearly in writing and conversation, with ownership of outcomes.

Skills:OwnershipCustomer focusCommunicationQuality mindsetCollaboration

Tech Stack:KotlinJavaTypeScriptReactPHPElasticsearchClickHouseKafkaFlinkRabbitMQMySQLPostgreSQLVector searchLLM toolingAWSSlackGitHubLinearCursorClaude Code

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

Staff Product Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Sr. Manager level

Key Responsibilities

•Ship customer-facing AI features across the full stack, including LLM-backed flows, retrieval (RAG) and embeddings, and agentic tool-calling through to the UI.
•Verify AI output with evaluations, guardrails, monitoring, and graceful degradation when models/providers misbehave.
•Sweat front-end craft—responsiveness, streaming/loading states, accessibility, and small details that build customer trust.
•Stay close to customers by joining customer calls, participating in a support escalation rotation, and using session recordings to shape improvements.
•Own outcomes and production readiness by instrumenting outcome metrics, monitoring dashboards, and building reliability/alerting/logging from the start.

Pay and Benefits

Salary: USD 187,000 - 214,000 annually

Perks:Parental LeaveHealth InsuranceRemote WorkHome OfficeLearning BudgetCo-working Stipend

Key Requirements

•Strong full-stack engineering with a frontend center of gravity and real front-end craft, including initiative across the stack.
•Substantial JavaScript/TypeScript and React experience; ship end-to-end without waiting for others.
•Experience building real LLM-powered features using retrieval (RAG), embeddings, prompt/context engineering, and agentic/tool-calling patterns.
•High bar for AI quality: evaluation, verification, and guardrails that measure performance in production.
•Customer-fluent and comfortable communicating clearly in writing and conversation, with ownership of outcomes.

Skills:OwnershipCustomer focusCommunicationQuality mindsetCollaboration

Tech Stack:KotlinJavaTypeScriptReactPHPElasticsearchClickHouseKafkaFlinkRabbitMQMySQLPostgreSQLVector searchLLM toolingAWSSlackGitHubLinearCursorClaude Code

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