Help Scout

Engineering Manager

• Your mission is to lead the world-class engineering organization (~50 people) that enables Help Scout to deliver innovative products and delight customers. You will helm our technical vision, develop our Engineering leaders, and define and execute an AI strategy that allows us to achieve ambitious product and business goals.
• You’ll own:
• - **Technical strategy**: Your job is to deliver a product that’s performant, secure, and reliable for customers. You'll define and execute an AI strategy that allows us to achieve an ambitious product vision centered around intelligence, while leveraging AI to unlock new capabilities across Help Scout. You’ll also be focused on code modernization efforts to ensure the team can deliver product improvements at a high velocity.
• - **Organizational Leadership**: The organization is roughly 50 people. We have two departments: Product and Platform. Your top priority is to attract, hire, and empower the most talented engineers we can find. At Help Scout, commitment to excellence and craft is table stakes. You’ll be accountable for maintaining that standard across the board, raising that standard in critical areas for the business, and quantifying its impact on the business.
• - **Cross-Functional Leadership**: You’ll be responsible for communicating the Engineering strategy with teammates inside and outside of the organization. It’s important that everyone knows what we’ve accomplished, how it impacts the business, and where we’re headed next. You’ll bring technical expertise to crucial business conversations at the executive level, and you’ll help our engineering teams advocate for their work across the business.
• - **Engineering Investments**: You'll be accountable for the largest people and platform investments at Help Scout. That means owning the Engineering P&L, partnering closely with our strategic finance team to forecast and manage costs, and communicating clearly about where we're investing and why. You make smart tradeoffs and can defend them.
• - **Roadmap execution**: Engineering, Product, and Design operate in a shared ownership model where the three disciplines make decisions together. Alongside your partners on XLT, your collective goal is to deliver great products that drive business results. Delivering a product at our scale and continuously innovating is a huge challenge. Ultimately, it's your job to show up as a partner, make clear agreements with company stakeholders, and either meet them or renegotiate them.

VP of Engineering

Account Manager

• You will own our channel and marketplace partnership strategy, developing and executing multi-year joint go-to-market plans that directly drive sourced pipeline, co-sell momentum, and closed revenue.
• You will build and maintain executive-level relationships with priority partners, aligning Help Scout’s revenue goals with partner initiatives and ensuring strong quarterly business outcomes.
• You will collaborate closely with Sales to lead account mapping, pipeline reviews, and opportunity execution, enabling partner sellers to confidently position and close Help Scout opportunities.
• You will develop joint marketing and marketplace initiatives — including events, campaigns, and listing optimizations — that generate measurable TCV and pipeline impact.
• You will track, analyze, and report on sourced, influenced, and co-sell revenue metrics, ensuring our alliance investments deliver clear and repeatable ROI.

Senior/Lead Channel Account Manager

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.

VP of Engineering

Senior/Lead Channel Account Manager

Senior Java/Kotlin Engineer – Search

Senior Support Manager