Mid/Sr. Product Engineer, Intelligence

WHO WE ARE 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 https://articles.helpscout.com/blog/remote-culture/ 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 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. 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. - 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. 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. WHAT YOU'LL DO - 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. You should be comfortable making calls, evaluating outcomes, and iterating on your work to make the best experience for customers. - 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. The best work happens when engineers, designers, and PMs support each other. - 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 a…