Sr. Software Engineer, Platform

📋 Job Overview

Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. 3+ billion conversations later, more than 10,000 companies use Help Scout to grow relationships with customers of all types, from clients to patients and beyond. Now we’re in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it. We’ve been a fully remote team since day one, with 120+ teammates now all over the world. It’s a culture where you’ll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career. If that kind of challenge gives you energy, we’d love to meet you. This is a full-time, remote position with 4 hours of required overlap with Central European working hours. At this time, we are only able to hire in the United States.

🏢 About Help Scout

Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. 3+ billion conversations later, more than 10,000 companies use Help Scout to grow relationships with customers of all types, from clients to patients and beyond. Now we’re in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it. We’ve been a fully remote team since day one, with 120+ teammates now all over the world. It’s a culture where you’ll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career.

🎯 The Role

Join the Search and Data Services team at Help Scout! Your work on this team will power critical search capabilities that our customers depend on every day. You’ll manage large, frequently changing datasets with thousands of transactions per second. Our ideal candidate takes pride in building coherent and usable interfaces, choosing the right tools for the job, and creating elegant, scalable solutions. Your work as an experienced Platform Engineer will empower over 12,000 businesses around the world to provide excellent customer service and will support the other senior engineers on your team. We leverage Elasticsearch, ClickHouse, and Solr for several tools at Help Scout, but knowledge or even expertise in these tools is not required. It is a nice bonus, though.

✅ Key Responsibilities

• You will join the Search and Data Services team, working on the next generation of our large-scale search and reporting service and its associated infrastructure.
• You will play a key role in evolving our systems to reliably scale 10x beyond today’s load. This includes building a streaming data reports pipeline and improving search relevancy, data indexing, and cost control for our high-throughput, event-driven system.
• In your day-to-day work, you’ll build new features, improve existing systems, and evolve data pipelines, with a strong focus on scalability, testing, and maintainability.
• You’ll be involved in the development lifecycle, from design and implementation decisions to testing strategies and backlog prioritization.
• You’ll collaborate across engineering through code reviews and architectural discussions.
• Your team provides engineering support when issues escalate beyond our support team. We’ll get you up to speed so you can help customers directly and use those insights to improve the product.
• You’ll work alongside talented peers across Engineering, Product, and Design, including a leadership team who will challenge you to grow every day, all invested in building a truly delightful customer experience.
• From time to time, you’ll partner with our Talent team to help interview and hire future teammates.

📌 Required Qualifications

• You are a passionate Backend Engineer (Java/Kotlin. Bonus points for full-stack experience!) who thrives on building scalable, maintainable, and easy-to-read software.
• You effectively balance business goals with customer needs to create solutions that stand the test of time and deliver a great experience for users and fellow developers alike.
• You take real ownership of your work across the full development lifecycle, from early design and planning to deployment and monitoring in production.
• You care deeply about production readiness, including automation, reliability, resilience, monitoring, alerting, and logging.
• You’re a collaborative and supportive team member who enjoys sharing knowledge, mentoring others, and contributing to technical decision-making.
• You see feedback - giving and receiving it - as a key part of growing both individually and as a team.
• You communicate clearly and confidently in written and spoken English, enabling effective collaboration in a fully remote environment.

🎁 Benefits

• Salary range: $156K – $182K
• Equity offered

🛂 Visa & Eligibility

At this time, we are only able to hire in the United States.