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Mid/Sr. Product Engineer, Intelligence
Location
United States
Posted
1 day ago
Salary
$131K - $175K / year
Seniority
Senior
Job Description
Mid/Sr. Product Engineer, Intelligence
Help Scout
• Ship customer facing features across the full stack, with a focus on smooth user experiences. • You’ll design and build intelligence features from zero-to-one from loosely defined specs, collaborating closely with your product, design, and engineering teammates. • You should be comfortable making calls, evaluating outcomes, and iterating on your work to make the best experience for customers. • Sweat the front-end craft. • You care about responsiveness, streaming/loading states, accessibility, and the small details that make an assistive feature feel reliable rather than gimmicky. • Stay close to customers. • Join customer calls when more context is needed to design the right solution, participate in a support escalation rotation, and watch session recordings on the features you own. • Bring that signal back into the work. • Own outcomes, not just output. • Before a project starts, you and a PM agree on a specific outcome metric the work is trying to move. • You instrument it, and after it ships you're watching the dashboard and talking to customers to ensure its impact. • Co-author the solution. • PMs own strategy and sequencing; you bring the judgment and craft for how solutions actually get built. You'll often shape the product thinking too. • The best work happens when engineers, designers, and PMs support each other. • Own production readiness from the start. • Automation, reliability, monitoring, alerting, and logging are all part of how you ship. • The work continues after merge. • Use AI tools every day as part of your craft. • We expect fluency with Cursor, Claude Code, or similar. • If you saw a way to make the team's AI workflow better tomorrow, you'd say so. • Help us hire. • From time to time, partner with our Talent team to interview future teammates. This is one of the highest-leverage things any engineer here does.
Job Requirements
- You're a strong, full-stack-capable engineer.
- You have substantial JavaScript/TypeScript and React experience and real front-end craft, and you take initiative across the stack and ship end-to-end without waiting for someone to own the other half.
- You've built real things with LLMs — not just prototypes.
- You're comfortable with retrieval (RAG), embeddings, prompt/context engineering, and agentic/tool-calling patterns, and you have a point of view on what makes AI features actually reliable in production.
- You hold a high bar for AI quality.
- You think in terms of evaluation, verification, and guardrails; you measure whether an AI feature works rather than assuming it does; and you know that more AI-generated code is not the same as more value.
- You're genuinely fluent with AI coding tools and treat them as part of your craft.
- You move fast without sacrificing judgment, and you have a point of view on where these tools are heading.
- You're customer-fluent.
- You actively seek out customer signal because it's how you stay connected to whether your work is actually solving the problem.
- You own outcomes.
- You measure your work, and you're comfortable saying "this didn't move what we hoped, here's what we want to try next," then following through.
- You take ownership of the full development lifecycle — automation, reliability, resilience, monitoring, alerting, and logging built in from the start.
- You stay with what you ship until the metric moves and the customer is better off.
- You communicate clearly in writing and in conversation.
- Relevant experience making LLM features production-grade: latency/cost tuning, fallbacks and circuit breakers across providers, moderation/safety, and handling sensitive data responsibly.
- Design sensibility — comfort partnering closely with designers and elevating the craft of an interface, not just implementing a spec.
- Experience in customer support, productivity, or other tools where trust and reliability are the product.
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.
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