Mid/Senior Product Engineer, Intelligence at Help Scout

Role overview

The Intelligence team builds cross-platform experiences that surface useful customer data at the right moment. This full-stack product role has a frontend focus and works on TypeScript and React experiences.

Responsibilities

• Build AI-powered support features from retrieval and agent services to customer-facing interfaces.
• Work end to end from problem definition and design through production and measurement.
• Use TypeScript and React to create fast, accessible and polished product experiences.
• Collaborate with product and engineering teammates and use AI tools while remaining accountable for quality.
• Operate what you build and improve it through customer feedback and production signals.

Qualifications

• Strong JavaScript or TypeScript and real frontend product craft.
• Full-stack experience and comfort working across APIs, retrieval, agents and user interfaces.
• Ownership from problem definition through deployment and production learning.
• Customer focus, curiosity and ability to work effectively in a fully remote team.

Technology in this role

• JavaScript: JavaScript TypeScript Java React .
• TypeScript: JavaScript TypeScript Java React .
• Java: JavaScript TypeScript Java React .
• React: JavaScript TypeScript Java React .
• AWS: JavaScript TypeScript Java React .
• Kotlin: • We develop in TypeScript, React , Kotlin, Java, and .
• PHP: • We develop in TypeScript, React , Kotlin, Java, and .
• PostgreSQL: • We leverage Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, and PostgreSQL — plus vector search and LLM tooling for our AI .
• MySQL: • We leverage Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, and PostgreSQL — plus vector search and LLM tooling for our AI .
• Elasticsearch: • We leverage Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, and PostgreSQL — plus vector search and LLM tooling for our AI .
• Kafka: • We leverage Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, and PostgreSQL — plus vector search and LLM tooling for our AI .
• LLM: • We leverage Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, and PostgreSQL — plus vector search and LLM tooling for our AI .
• CAN: We're looking for an engineer who can build that .
• RabbitMQ: • We leverage Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, and PostgreSQL — plus vector search and LLM tooling for our AI .

Role-specific candidate guide

Preparation notes based on the employer’s stated responsibilities and qualifications.

Understanding the scope. This Mid/Sr. Product Engineer, Intelligence position at Help Scout is best assessed through the work described in the employer’s posting, rather than the title alone. The available role overview says: “The Intelligence team builds cross-platform experiences that surface useful customer data at the right moment. This full-stack product role has a frontend focus and works on TypeScript and React experiences.” Read that statement together with the responsibilities below to understand the likely balance between delivery, coordination and technical decision-making. The role belongs to the technical area, but that label is only a guide to the work; the employer’s own requirements remain decisive. Before applying, check the original listing for reporting lines, product or team assignment, employment terms and any details that may have changed since this copy was checked. Where this page says a fact is not specified, treat it as an open question rather than an implied promise.

What the responsibilities signal. The posting specifically names “Build AI-powered support features from retrieval and agent.

Benefits

• Competitive salary and an internal, transparent salary formula based on market data
• Flexible time off – you choose the holidays and vacations that make sense for you
• 12 weeks of fully paid parental leave for all new parents, including adoption and foster care
• A home office stipend to help you get set up and productive
• A co-working stipend up to $300 a month if you choose to work out of your house
• A yearly professional development stipend of $1,800 to help you grow in your craft
• If you’re in the U.S. or Canada, we offer top tier health insurance for you and your dependents.
• All roles at Help Scout are fully remote. Some positions have specific location requirements. For roles outside the U.S. and Canada, we work with teammates as independent contractors under country-specific agreements.
• We do not sponsor visas. Teammates must already be authorized to work from their home country.
• We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion . We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success, and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do.
• To provide you with the best experience, we can support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.
• A note on the use of AI in our interview process

About Help Scout

Help Scout provides customer-support software used by companies to manage conversations and relationships.

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