Help Scout is hiring a Mid/Senior Product Engineer on the Intelligence team to design and ship end-to-end, customer-facing intelligence features with a front-end focus (strong JavaScript/TypeScript and React). The role expects full‑stack capability, experience with AI/LLM tooling, production readiness (monitoring, reliability, instrumentation), and frequent use of AI development tools. The position is fully remote and Help Scout does not sponsor visas.

Help Scout seeks a staff-level product engineer to ship customer-facing AI features end-to-end: LLM-backed flows, retrieval/embeddings (RAG), agentic tool-calling, and a fast, accessible UI. Role emphasizes strong JavaScript/TypeScript and React front-end craft, full-stack ownership (Kotlin/Java/PHP backend stack and data tools listed), AI quality practices (evaluation, guardrails, monitoring), and close customer interaction. Position is fully remote; Help Scout does not sponsor visas.

Role on the Agents team building end-to-end AI-powered customer support experiences. Responsibilities include shipping LLM-backed flows, retrieval and embeddings, agentic tool-calling, and polished accessible UIs; building evaluations, guardrails, monitoring, and production readiness; and working closely with PMs, designers, and customers. Tech stack includes TypeScript/React, Kotlin/Java/PHP, Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL/PostgreSQL, vector search, and AWS.