The Platform Engineering Group serves as the backbone for product innovation, empowering over 12,000 global companies to deliver exceptional customer support. Comprising specialized sub-teams, each plays a crucial role in achieving our mission:

• DevOps: Focuses on automating and optimizing our technical operations to ensure swift and reliable product releases.

• DevEx (Developer Experience): Creates tools and practices that improve the day-to-day workflow for our developers, making it easier to produce high-quality software efficiently.

• Foundation Team: Responsible for managing the core APIs and backend services, laying the essential groundwork for all our products.

• AI Services: Steers the AI functionalities across our platform, harnessing AI to enhance user experiences and automate tasks.

• Search and Data Services: Specializes in building and maintaining robust Search and Reporting mechanisms, as well as optimizing the associated infrastructure.
  

Collectively, the Platform Engineering Group is committed to continuously extending and enhancing these services. We prioritize scalable and cost-effective solutions to not only meet but exceed the evolving needs of our business and customers.


What You'll Do

• Collaborate with a distributed group of talented engineers and project managers to design solutions that balance value, speed, and cost to meet our customers' needs.

• Develop and maintain REST APIs that support product teams, collaborating with the rest of the team through code reviews and/or pair programming

• Improve the stability and scalability of our underlying infrastructure

• Contribute to the continuous evolution of our architecture by identifying opportunities to improve efficiency, reliability, and simplicity

• Offer engineering support for questions that cannot be answered by our in-house support team and move to triage. We will bring you up to speed on engineering support, enabling you to assist our customers and contribute to product improvement in the process.

Our Tech Stack

• New code is written in Kotlin, but we maintain Java services too

• We mostly rely on Solr, Elasticsearch and MYSQL

• Data exchange happens via RabbitMQ and Kafka.

• Our services run on Kubernetes (ArgoCD and Github Actions)
  
  

About You

• You are a skilled, passionate, and humble engineer who is friendly, collaborative, and supportive. You want to be challenged by the work, not the workload. You are willing to ask for help when necessary and unafraid to say “I don’t know”, while having the confidence to take on complex and challenging problems.

• You are a great communicator and have an excellent command of written and spoken English. As a remote company, we rely on clear communication for collaboration and execution. 

• You understand the need to balance business and customer needs with agile delivery of tightly scoped, scalable code that stands the test of time.

• You value giving and receiving feedback just as much as we do. You see it as an opportunity for personal and career growth.

• You consider how your work impacts others and demonstrate thoughtful, flexible approaches to mentoring and guiding technical decisions.

Perks & Benefits

Help Scout offers a variety of perks and benefits to support you and your family. Our offerings include healthcare coverage, wellness resources, and so much more. Visit our careers page to learn more.

Hiring Guidelines: 

All of our roles are remote, however, some roles may carry specific location-based eligibility requirements. Additionally, because Help Scout is a fully remote company and we hire from many countries, we do not sponsor visas. Help Scout teammates need to be authorized to work from their home location. 

For our Engineering, Product Management, and Product Design roles, we are only able to hire in the United States.

For other roles, we are only able to hire in the following countries: United States, Canada, Australia, Finland, Ireland, Netherlands, Poland, United Kingdom, Denmark, Germany, and Norway.

We’re working on expanding this list. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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.

About Help Scout

We're on a mission to help businesses delight more customers. We love crafting beautiful products and resources to solve that challenge, but we're also trying to do something bigger. We're trying to build a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That's why we've been a Certified B Corporation since 2019, have pledged 1% of our equity back to the community, and have been remote since day one, now with 140+ people in 115 cities worldwide.

To learn more about who we are, visit the About page.