Sr. Software Engineer, Platform

Who we are 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. Your Impact 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. Our Tech Stack We develop in Kotlin , Java, JavaScript, and PHP. We leverage Elasticsearch, ClickHouse, Kafka, Flink, RabbitMQ, MySQL, and PostgreSQL. We’re also in the process of migrating parts of our search infrastructure from Solr to Elasticsearch. We leverage AI when it’s helpful to improve our productivity. We are heavy users of the AWS ecosystem. We also use Slack, GitHub, and Linear. About the role 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