Sr. Product Engineer
Help Scout · USA
About this role
**Sr. Product Engineer** **About Help Scout** Help Scout is a customer support platform used by 10,000+ companies. We're building AI-powered experiences that are fast, trustworthy, and genuinely useful for support agents. **The Role** Join our Agents team to build end-to-end AI features—from LLM-backed flows and retrieval systems to polished, accessible interfaces. You'll have a frontend center of gravity while operating as a full-stack product engineer who owns the whole thing. **What You'll Do** • Ship customer-facing AI features across the full stack • Build LLM-backed flows, RAG/embeddings, and agentic tool-calling through to fast, accessible UIs • Create evaluations, guardrails, and monitoring to ensure AI quality in production • Sweat the front-end craft—responsiveness, streaming states, accessibility, reliability • Stay close to customers through calls, escalation rotations, and session recordings • Own outcomes, not just output—measure impact and iterate • Use AI tools (Cursor, Claude Code) as part of your daily craft **About You** • Strong full-stack engineer with frontend expertise (JavaScript/TypeScript, React) • Real experience building with LLMs—RAG, embeddings, prompt engineering, agentic patterns • High bar for AI quality; you think in terms of evaluation, verification, and guardrails • Genuinely fluent with AI coding tools; you move fast without sacrificing judgment • Customer-fluent and outcome-focused • Own the full development lifecycle—automation, reliability, monitoring, logging • Clear communicator in writing and conversation **Nice to Have** • Experience making LLM features production-grade (latency tuning, fallbacks, moderation) • Familiarity with evaluation/observability tooling for AI • Design sensibility and experience in support/productivity tools **Tech Stack** Kotlin, Java, TypeScript, React, PHP, Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, PostgreSQL, AWS, vector search, LLM tooling **Benefits** Competitive salary, flexible time off, 12 weeks paid parental leave, home office stipend, co-working stipend ($300/mo), $1,800 yearly professional development, top-tier health insurance (US/Canada) **Location** Fully remote. Must be authorized to work from home country; no visa sponsorship.
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