Mid/Sr. Product Engineer, Intelligence

Help Scout • ,

6d • $131,000 - $175,000 • Remote

About The Position

Help Scout builds software for relationship businesses. We are in a new chapter, building AI that gives teams more space to focus on the customer experience and reimagining how we operate in an AI-native world. We are a fully remote team with a culture where you'll be trusted to take ownership, stay curious, and raise the quality of work around you. This role sits on our Intelligence team, building cross-platform experiences that surface actionable data to customers exactly when and where they're most helpful. We're looking for an engineer who can build that end-to-end, with a frontend focus (strong JavaScript/TypeScript and real front-end craft) while operating as a full-stack product engineer.

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. Help Scout is fully remote and writing is the medium of most decisions. You give and receive direct feedback, and you see code review and pairing as real chances to teach and learn.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed