Staff Product Engineer

Help Scout
United States
Workplace: RemoteFull timeUSD 187,000 - 214,000 annuallyFunction: Communications, PR & CommunitySkills: ["Ownership","Customer focus","Communication","Quality mindset","Collaboration"]

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.

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FursaFursa
Help Scout
Help Scout
2 months ago

Staff Product Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 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
Glassdoor: 3.3
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