Help Scout

Backend Engineer

• 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 also 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.

Senior Java/Kotlin Engineer – Search

Manager

• Lead the day-to-day operations of our frontline support team, ensuring we consistently deliver exceptional customer experiences while meeting our performance goals.
• Work alongside a highly skilled team of support professionals, coaching them to success while staying hands-on in the queue yourself.
• Oversee all frontline support team members and ensuring smooth queue operations.
• Monitor and ensure the team meets established KPIs and performance standards.
• Work in the queue daily alongside your team to stay connected to the customer experience and your team.
• Support autonomous decision-making while providing guidance when needed.
• Raise concerns and advocate for resources when the team needs additional support.
• Maintain team morale and create a positive, respectful, and collaborative work environment.

Senior Support Manager

Marketing

• accountable to marketing’s revenue number and KPIs
• support the full customer journey, from first touch through expansion
• use data to guide decisions and adjust strategy
• establish clear planning, prioritization, and execution rhythms for teams
• collaborate with Product, Sales, and RevOps to shape and execute go-to-market strategy
• own marketing systems and emerging AI tools for efficiency and scale

Senior Java/Kotlin Engineer – Search

Senior Support Manager

VP, Marketing