Staff Product Engineer

Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. 3+ billion conversations later, more than 10,000 companies use Help Scout to grow relationships with customers of all types, from clients to patients and beyond. Now we’re in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it. We’ve been a fully remote team since day one, with 120+ teammates now all over the world. It’s a culture where you’ll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career. If that kind of challenge gives you energy, we’d love to meet you. About this role This role sits on our Agents team — the group building the AI-powered experiences our customers use every day. It's where large language models stop being a demo and become a dependable part of the product: answers, drafts, and assistive features that have to be fast, trustworthy, and genuinely useful in front of real customers. We're looking for an engineer who can build that end-to-end — from the retrieval and agentic plumbing behind a feature to the polished, fast, accessible interface a support agent actually touches. You'll have a frontend center of gravity (strong JavaScript/TypeScript and real front-end craft) while operating as a full-stack product engineer who owns the whole thing. How we work Engineers at Help Scout own their work end-to-end — from problem definition through production, and from the customer signal that shaped the bet to the dashboard that tells you whether it landed. You're full-stack capable, customer-fluent, and genuinely fast with AI tools. You ship the whole thing, not just your layer. We develop in Kotlin, Java, TypeScript, React, and PHP. We leverage Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, and PostgreSQL — plus vector search and LLM tooling for our AI features. We're heavy users of the AWS ecosystem, Slack, GitHub, and Linear. We use AI tools — Cursor, Claude Code, and a growing set of internal tools — every day. We treat our AI workflow as a product we're shaping together, and we expect you to help shape it. Teams are small and project-based. You might be 3 engineers and a PM on one project, 2 engineers and a designer on the next, or holding more of the product thinking yourself. You're expected to operate well across different compositions and ship end-to-end.