Staff Product Engineer at Help Scout

Since 2011, Help Scout has operated on the belief that support software should treat customers like people rather than ticket numbers. With over 10,000 companies using our platform to manage billions of conversations, we are now entering an exciting new chapter. We are not just building AI to give teams more space to focus on the customer experience, but we are also fundamentally reimagining how we operate in an AI-native world. We are a fully remote team of over 120 people, and we invite you to join us in building tools that are fast, trustworthy, and genuinely useful.

The role

We are seeking a Staff Product Engineer to join our Agents team on a full-time, remote basis. This is a senior-level position for someone who wants to take ownership of the AI-powered experiences our customers rely on every day. You will be a key player in transforming large language models from mere concepts into dependable product features. While you will operate as a full-stack engineer, this role has a frontend center of gravity, requiring strong expertise in JavaScript, TypeScript, and React to craft polished, accessible interfaces.

Core responsibilities

• Ship customer-facing AI features: Build end-to-end solutions, including LLM-backed flows, retrieval systems, and agentic tool-calling, while ensuring the UI is fast and well-crafted.
• Ensure production-grade quality: Develop evaluations, guardrails, and monitoring systems to verify AI outputs, ensuring our features remain reliable and degrade gracefully when necessary.
• Own outcomes: Partner with product managers to define success metrics, instrument your features, and iterate based on actual customer signal and dashboard data.

Skills and experience

To be successful in this role, you should possess a deep technical background and a passion for building reliable products. We look for the following qualifications:

• Strong proficiency in JavaScript, TypeScript, and React, with the ability to handle full-stack development using languages like Kotlin, Java, or PHP.
• Proven experience building and deploying LLM-based features, including work with RAG, embeddings, and prompt engineering.
• A high bar for front-end craft, with a focus on accessibility, responsiveness, and user trust.
• Fluency with AI coding tools like Cursor or Claude Code, treating them as an integrated part of your daily workflow.
• A customer-centric mindset, with the ability to communicate clearly and collaborate effectively in a fully remote environment.
• Experience with the AWS ecosystem and data tools such as Elasticsearch, Kafka, or PostgreSQL is highly valued.

Compensation and benefits

We believe in supporting our team members both personally and professionally. Our benefits package includes:

• Flexible hours and a flexible time-off policy.
• 12 weeks of fully paid parental leave.
• A home office stipend to help you create a productive workspace.
• A monthly co-working stipend of up to $300.
• An annual professional development stipend of $1,800.
• Top-tier medical insurance for employees and their dependents in the U.S. and Canada.

How to apply

If you are excited about building the future of AI-native customer support and thrive in an environment that values ownership and craft, we would love to hear from you. Please submit your application through our official portal. We are committed to an inclusive hiring process and are happy to provide any necessary accommodations to ensure you have a great experience. We look forward to learning more about your background and your approach to building reliable, customer-focused technology.