Help Scout - Sr. Product Engineer
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Requirements
• Experience making LLM features production-grade: latency/cost tuning, fallbacks and circuit breakers across providers, moderation/safety, and handling sensitive data responsibly. • Familiarity with evaluation/observability tooling for AI (LLM-as-judge, test sets, tracing) and the discipline of building representative eval sets. • 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. • Company values • Happy to Help • Help is in our first name! We show up for each other — not out of obligation, but because we’re invested in the team’s collective success. We share knowledge freely, lead with generosity, and practice empathy with our teammates, customers, and community. • Craft over Convention • Our success relies on the quality and craft of the work we put into the world. The status quo simply won’t work. So we insist on narrow focus, sweating every detail, and relentless pursuit of customer delight. • Progress not Perfection • Achieving our true potential — collectively and individually — requires constant progress and forward momentum. By creating a culture of curiosity and openness, we aim to create a safe space for mistakes, the ability to identify them quickly, and use them to get better. • Own the Outcome • Own the outcome means taking full responsibility for the results of your work, decisions, and contributions. It reflects a mindset of accountability, proactiveness, and follow-through. If you “own the outcome,” you don’t just complete tasks, you ensure your work leads to meaningful results, and take initiative to solve problems rather than passing them along. • Read more about how we define, share, and live these values here.
Responsibilities
• Ship customer-facing AI features across the full stack. Build the experience and what's behind it — LLM-backed flows, retrieval (RAG) and embeddings, and agentic tool-calling — through to a fast, accessible, well-crafted UI. Most engineers here have a strength; yours leans frontend, and you take initiative across every layer. • Ship customer-facing AI features across the full stack. • frontend • Treat AI output as something you verify, not assume. Build evaluations, guardrails, and monitoring into AI features so quality is measurable and holds up in production. Know when to trust a model's output and when to push back — and design the system so the product degrades gracefully when a model or provider misbehaves. • Treat AI output as something you verify, not assume. • Sweat the front-end craft. The interface is where AI either earns or loses customer trust. You care about responsiveness, streaming/loading states, accessibility, and the small details that make an assistive feature feel reliable rather than gimmicky. • Sweat the front-end craft. • 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. • Stay close to customers. • 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 — deciding what to do next, not just closing a Linear issue. • Own outcomes, not just output. • Co-author the solution. PMs own strategy and sequencing; you bring the judgment and craft for how solutions actually get built, and you'll often shape the product thinking too. The best work happens when engineers, designers, and PMs support each other. • Co-author the solution. • Own production readiness from the start. Automation, reliability, monitoring, alerting, and logging aren't afterthoughts — they're part of how you ship. The work continues after merge. • Own production readiness from the start. • 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. • Use AI tools every day as part of your craft. • Help us hire. From time to time, partner with our Talent team to interview future teammates — one of the highest-leverage things any engineer here does. • Help us hire. • You're a strong, full-stack-capable engineer with a frontend center of gravity. 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're a strong, full-stack-capable engineer with a frontend center of gravity. • JavaScript/TypeScript and React • 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've built real things with LLMs — not just prototypes. • 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 hold a high bar for AI quality. • 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 genuinely fluent with AI coding tools • 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're customer-fluent. • You own outcomes. You measure your work by whether it landed — and you're comfortable saying "this didn't move what we hoped, here's what we want to try next," then following through. • You own outcomes. • You take real 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 take real ownership of the full development lifecycle • 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. • You communicate clearly in writing and in conversation.
Benefits
• $162K – $196K • Offers Equity • 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. • Hiring Guidelines: • All roles at Help Scout are fully remote. Some positions have specific location requirements. For roles outside the U.S. and Canada, we work with teammates as independent contractors under country-specific agreements. • We do not sponsor visas. Teammates must already be authorized to work from their home country.
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