Mid/Sr. Product Engineer, Intelligence

Role Description

This role sits on our Intelligence team — the group 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. You'll have a frontend focus (strong JavaScript/TypeScript and real front-end craft) while operating as a full-stack product engineer.

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.

We develop in TypeScript, React, Kotlin, Java, 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.
• Teams are small and project-based.

What you'll do

• Ship customer facing features across the full stack, with a focus on smooth user experiences.
• 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.
• Stay close to customers.
• Own outcomes, not just output.
• Co-author the solution.
• Own production readiness from the start.
• Use AI tools every day as part of your craft.
• Help us hire.

Qualifications

• You're a strong, full-stack-capable engineer.
• You have substantial JavaScript/TypeScript and React experience and real front-end craft.
• 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.
• You hold a high bar for AI quality.
• You're genuinely fluent with AI coding tools.
• You're customer-fluent.
• You own outcomes.
• You take ownership of the full development lifecycle.
• You communicate clearly in writing and in conversation.

Nice to have

• 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.
• Experience in customer support, productivity, or other tools where trust and reliability are the product.

Company Values

• Happy to Help: We show up for each other — not out of obligation, but because we’re invested in the team’s collective success.
• Craft over Convention: Our success relies on the quality and craft of the work we put into the world.
• Progress not Perfection: Achieving our true potential requires constant progress and forward momentum.
• Own the Outcome: Taking full responsibility for the results of your work, decisions, and contributions.

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.