Sr. Software Engineer, Platform
Help Scout · USA
About this role
## Sr. Software Engineer, Platform ### Who we are Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. After 3+ billion conversations and 10,000+ companies using Help Scout, we’re entering a new chapter—building AI that helps teams focus on customer experience, while reimagining how we operate in an AI-native world. We’re a fully remote team (since day one) with 120+ teammates worldwide. You’ll be trusted to take ownership, stay curious, and raise the quality of work around you. **Role type:** Full-time, remote **Overlap requirement:** 4 hours with Central European working hours **Hiring location:** United States only (at this time) --- ### Your Impact Join the **Search and Data Services** team. Your work powers critical search capabilities customers rely on daily. You’ll manage **large, frequently changing datasets** with **thousands of transactions per second**, and build coherent, usable interfaces and scalable solutions. You’ll also support other senior engineers on the team and help empower **12,000+ businesses** worldwide to deliver excellent customer service. --- ### About the role You’ll work on the next generation of Help Scout’s **large-scale search and reporting service** and its associated infrastructure. Key focus areas: - Evolving systems to **reliably scale 10x** beyond current load - Building a **streaming data reports pipeline** - Improving **search relevancy**, **data indexing**, and **cost control** for a high-throughput, event-driven system Day-to-day you’ll: - Build new features and improve existing systems - Evolve data pipelines with strong focus on **scalability, testing, and maintainability** - Participate across the lifecycle: design/implementation decisions, testing strategies, and backlog prioritization - Collaborate via code reviews and architectural discussions - Provide engineering support when issues escalate beyond support - Partner with Engineering, Product, and Design (including leadership) - Occasionally support hiring/interviewing with the Talent team --- ### Our Tech Stack (bonus if you know it) Languages: **Kotlin, Java, JavaScript, PHP** Core technologies: **Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, PostgreSQL** - We’re migrating parts of our search infrastructure from **Solr to Elasticsearch** - Heavy AWS usage - Tools: **Slack, GitHub, Linear** --- ### About you You’re a passionate **Backend Engineer (Java/Kotlin)** (bonus for full-stack experience) who: - Builds **scalable, maintainable, easy-to-read** software - Balances business goals with customer needs - Takes ownership across the full development lifecycle (design → planning → deployment → monitoring) - Cares about production readiness: **automation, reliability, resilience, monitoring, alerting, and logging** - Collaborates well, shares knowledge, mentors, and contributes to technical decisions - Values feedback (giving and receiving) - Communicates clearly in **written and spoken English** for a fully remote environment --- ### Company values - **Happy to Help:** show up for each other with generosity and empathy - **Craft over Convention:** sweat details and pursue customer delight - **Progress not Perfection:** move forward, learn quickly, improve continuously - **Own the Outcome:** take responsibility for results and follow-through --- ### Benefits & perks - Competitive salary + internal transparent salary formula - Flexible time off - **
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