Help Scout

Full-stack Engineer

• Ship customer-facing AI features across the full stack.
• Treat AI output as something you verify, not assume.
• Sweat the front-end craft.
• Stay close to customers.
• Own outcomes, not just output.
• Co-author the solution.
• Own production readiness from the start.
• Use AI tools every day as part of your craft.
• Help us hire.

Senior Product Engineer

Product Analyst

• Partner with the Product team. Sit alongside PMs, designers, and engineering leads. Scope analytical questions, prioritize them against product roadmap needs, and deliver findings that change what gets built.
• Own Mixpanel. Run our Mixpanel instance: instrumentation strategy, event taxonomy and naming conventions, tracking specs for new features, the Mixpanel Lexicon, debugging, and reporting. Decide what should be tracked client-side vs. server-side.
• Surface customer insights. Analyze how customers use Help Scout — activation patterns, feature adoption, retention drivers, friction points, end-user behavior. Translate these into product narratives that PMs can act on.
• Build the product analytics layer in Hex. Create and maintain dashboards and notebooks for the core product KPIs — activation, engagement, retention, feature adoption. Make them useful enough that PMs actually open them.
• Design and analyze experiments. Help PMs scope A/B tests properly: define success metrics, calculate sample size, set guardrails. Analyze results rigorously. Document learnings so we don’t re-run the same test in two years.
• Bridge data and product. Translate fuzzy product questions into clean data queries. Translate data findings back into product narratives. Push back constructively when an ask is ill-defined or won’t produce a useful answer.
• Collaborate with the Data Platform team. Work with the data engineers building the lake to make sure product event data, activation signals, and customer state are modeled correctly in dbt and surfaced in the gold layer for analytical use.
• Document. Maintain a living glossary of metric definitions, event semantics, and common analyses. Make it easy for the next person to pick up where you left off.

Senior Product Engineer

Senior Product Analyst