Help Scout is hiring a Senior Software Engineer on the Search and Data Services team to build and evolve large-scale search and reporting infrastructure. The role is backend-focused (Java/Kotlin) and involves streaming data pipelines, search relevancy, data indexing, and improving reliability and cost control. Fully remote within the United States with a required 4-hour overlap with Central European working hours.

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.