Senior Software Engineer (JVM), AI Services (x/f/m)

September 30, 2024

At Help Scout, we’re on a mission to help businesses delight more customersWe’ve been on this journey since 2011, and today more than 12,000 companies use our platform to provide outstanding customer support. We’ve been fully remote from the beginning, and have a team of 140+ people all over the world.

We love crafting beautiful products and growing a business together, but we’re also trying to do something bigger. We’re building a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That’s why we’ve been a Certified B Corporation since 2019 and have pledged 1% of our equity back to the community.

Help Scout’s success hinges on hiring talented, high-accountability people who want to be part of creating a culture where we all feel challenged and supported to do our best work. We hope that excites you to join us!

Company values:

Happy to Help

Help is our first name. We show up for others, not because we have to, but because we want to. We share knowledge and give freely by default, and operate with generosity and empathy for each other, our customers, and our community. After all, there is no I in team (or software).

Craft over Convention

Although it’s tempting to follow a well-worn path, we push ourselves to run beyond it — even when that sets us apart from our peers. We’re building a culture where it’s safe to be ambitious and hold each other to high standards. That’s why we obsess over the last 10%, because it shows up for our customers and the business in powerful ways.

Progress not Perfection

The work of building a product, culture, and brand is never done – we ship our best effort, listen, iterate, then repeat. Seeking progress requires the vulnerability to be curious, humble, and hungry to learn. Great ideas can come from anywhere, so we share our work openly, welcome the perspective of others, and continuously search for what can be improved.

Own the Outcome 

Ownership is key to our collective success. We consider the impact on our team and our community before we act, and believe that trust and integrity are non-negotiable. To create a better future, our decisions are made with stakeholders today and ten years from now in mind.

Your Impact:

Our mission is to deliver powerful, AI-powered platforms to build delightful customer service experiences on. As part of this team, you will have a unique and outsized impact on the success of our business.

It’s hard to overstate the changes that generative AI is already bringing to our customers and we are still early on our journey. We are looking for somebody to match our passion for building complex systems and share our care for providing an unparalleled experience for the customer using generative AI.

We are a highly collaborative team that is always receptive to new ideas and perspectives. You will be empowered to speak up and help shape the direction of our products and workflows.

About the Role:

  • You’ll build best-in-class AI powered services from the ground up. This team works to abstract AI concerns and deliver endpoints to our internal product teams to build upon. A good understanding of the product, business goals and matching them with your strong ML knowledge will be key.
  • Integrating tightly into our existing team, you will be a source of knowledge about ML techniques, acting as a bridge between generalist backend engineers who may not have specific ML experience.
  • You’ll make purposeful and data-driven improvements – part of this role is developing key metrics that can inform decisions on the viability or success of a solution. We want to know where we are moving the needle when testing a solution internally as well as continually iterating based on customer feedback and behavior.
  • Advocating for smaller, incremental changes and rapid-delivery, you’ll help to continually add value for our customers whilst being flexible to change.
  • You’ll always on the lookout for new technologies and techniques to push us further. Part of this role is to keep up-to-date with advancements and proactively suggest ways in which technology can be applied to the business
  • You’ll be collaborating with several other stakeholders to support the success of each team member, such as Product Managers, Designers, and Technical Program Managers (TPMs). Perspective from these folks will enable you to understand and solve hard problems

About You:

  • You are an excellent, pragmatic engineer that is highly skilled in creating Java based web services. Our production services are written in Kotlin so it’s a bonus if you have experience there too.
  • You have expertise and experience with LLMs and Generative AI.
  • You have practical experience with ML techniques for search and retrieval.
  • A lot of our work is exploratory and you are equally comfortable with self directing work, as well as collaborating with the team.
  • You have a passion and curiosity for science and data gathering to validate our ideas are hitting their goals
  • You are a great communicator and have an excellent command of written and spoken English. As a remote company, we rely on clear communication for collaboration and execution.
  • You have strong opinions that are loosely held. You are happy to hear and action others folks point of view and equally happy to give feedback to others.
  • You understand the need to balance business and customer needs with agile delivery of tightly scoped, scalable code that stands the test of time.

Time Zone Note:

Since we have remote team members based in European and North American timezones, ideal working hours are roughly 9 AM – 5 PM ET. As long as the team consistently has four hours of overlap each day, you’re all set.

Compensation:

Each role at Help Scout has a pay range aligned to our salary formula and based on national market data. We take a competency-based approach and pay is based on the level and band of your role. We assess leveling during the hiring process for new teammates, during our bi-annual performance review cycles, and when a teammate’s role changes.

Our remote compensation philosophy is not based on the employee’s geographic location. You are paid the same no matter where you live.

The salary range for this role is $162,000-$187,000.

Hiring Guidelines:

All of our roles are remote, however, some roles may carry specific location-based eligibility requirements. Additionally, because Help Scout is a fully remote company and we hire from many countries, we do not sponsor visas. Help Scout teammates need to be authorized to work from their home location.

For our Product Management, Product Design, and Engineering roles, we are only able to hire in the United States.

For other roles, we are only able to hire in the following countries: United States, Canada, Australia, Finland, Ireland, Netherlands, Poland, United Kingdom, Denmark, Germany, and Norway.

Work Level
Entry, Junior, Mid
Employment Type
Full-time, Remote
Company Name
Help Scout
Help Scout
View profile
Industry
Technology
Company size
51-250 employees
Location
Remote

EDI Calendar 2024

January

Month-long observances:

  • National Mentoring Month
  • Poverty in America Awareness Month
  • Slavery and Human Trafficking Awareness Month

Important January EDI calendar dates:

    • January 1 – New Year’s Day
    • January 4 – World Braille Day
    • January 7 – Coptic Orthodox Christmas
    • January 25 – Mahayana New Year (Buddhist)
    • January 13 – Maghi (Sikh)
    • January 21 – World Religion Day
    • January 15 – Martin Luther King, Jr. Day
    • January 24 – International Day of Education
    • January 26 – International Customs Day
    • January 27 – International Holocaust Remembrance Day
February

Month-long observances:

  • American Heart Month
  • Black History Month

Important February EDI calendar dates:

    • February 1 – National Freedom Day
    • February 2 – Groundhog Day
    • February 4 — Rosa Parks Day
    • February 6 — Safer Internet Day
    • February 10 — Lunar New Year (Year of the Dragon)
    • February 11 – International Day of Women & Girls in Science
    • February 12 – International Epilepsy Day
    • February 13 – Mardi Gras
    • February 14 – Ash Wednesday
    • February 14 – Valentine’s Day
    • February 15 – Nirvana Day (Buddhist)
    • February 15 – International Childhood Cancer Day
    • February 17 – Random Acts of Kindness Day
    • February 19 – Family Day (Canada)
    • February 19 – President’s Day (USA)
    • February 20 – World Day of Social Justice
March

Month-long observances:

  • Developmental Disabilities Awareness Month
  • Ethnic Equality Month
  • Gender Equality Month
  • Greek-American Heritage Month
  • Irish-American Heritage Month
  • National Colon Cancer Awareness Month
  • National Kidney Month
  • National Multiple Sclerosis Awareness and Education Month
  • National Women’s History Month

Important March EDI calendar dates:

    • March 1 – Employee Appreciation Day
    • March 8 – International Women’s Day
    • March 8 – Maha Shivarati (Hindu)
    • March 10 –  Ramadan begins (Islam)
    • March 10 – Harriet Tubman Day (USA)
    • March 14 – Pi π Day
    • March 14 – Equal Pay Day
    • March 15 – International Day to Combat Islamophobia
    • March 17 – St. Patrick’s Day
    • March 21 – World Down Syndrome Day
    • March 23 – Purim (Jewish)
    • March 25 – International Day of Remembrance of the Victims of Slavery and the Transatlantic Slave Trade
    • March 24 – Palm Sunday (Christian)
    • March 25 – Holi (Hindu)
    • March 29– Good Friday (Christian)
    • March 31 – International Transgender Day of Visibility
    • March 31 – Easter (Christian)
    • March 31 – César Chávez Day (USA)
April

Month-long observances:

  • Arab-American Heritage Month
  • Autism Awareness Month
  • Celebrate Diversity Month
  • Earth Month
  • National Child Abuse Prevention Month
  • National Volunteer Month

Important April EDI calendar dates:

    • April 2 – World Autism Awareness Day
    • April 5 – Laylat al-Qadr (Muslim)
    • April 7 – World Health Day
    • April 9 – Eid-al-Fitr/End of Ramadan (Muslim)
    • April 12 – National Day of Silence (LGBTQ+)
    • April 21 – Start of Ridvan (Baha’i)
    • April 22 – Passover begins (Jewish)
    • April 22 – Earth Day
    • April 24 – Administrative Professionals Day
    • April 28 –World Day for Safety and Health at Work
    • April 30 – Passover ends
May

Month-long observances:

  • ALS Awareness Month
  • Haitian Heritage Month
  • Indian Heritage Month
  • Jewish-American Heritage Month
  • Mental Health Awareness Month
  • National Asian American and South Pacific Islander Heritage Month
  • Older Americans Month
  • South Asian American Heritage Month

Important May EDI calendar dates:

    • May 5 – Cinco de Mayo
    • May 5 – Yom Hashoah (Jewish)
    • May 12 – Mother’s Day
    • May 17 – International Day Against Homophobia, Transphobia and Biphobia
    • May 19 – Malcolm X Day (USA)
    • May 20 – Victoria Day (Canada)
    • May 20 – International Human Resources Day
    • May 21 – World Day for Cultural Diversity for Dialogue and Development
    • May 23 – Declaration of the Bab (Baha’i)
    • May 26 – Arbor Day
    • May 29 – Ascension of Baha’u’llah (Baha’i)
    • May 27 – Memorial Day
June

Month-long observances:

  • Alzheimer’s and Brain Awareness Month
  • Black Music Month
  • National Caribbean American Heritage Month
  • Pride Month (LGBTQ+)

Important June EDI calendar dates

    • June 5 – World Environment Day
    • June 9 – Race Unity Day
    • June 12 – Loving Day
    • June 16 – Eid al-Adha (Muslim)
    • June 16 – Father’s Day
    • June 19 – Juneteenth
    • June 20 – World Refugee Day
    • June 20 – Litha, Summer Solstice (Pagan)
    • June 21 – National Indigenous Peoples Day (Canada)
    • June 23 – Public Service Day
    • June 24 – St-Jean-Baptiste Day (Quebec)
    • June 27 – Helen Keller Day (USA)
    • June 28 – Pride Day (LGBTQ+) (varies by city and country)
July

Month-long observances:

  • French-American Heritage Month

Important July EDI calendar dates

    • July 1 – Canada Day (Canada)
    • July 4 – Independence Day (USA)
    • July 7 – Al-Hijra begins (Muslim)
    • July 9 – Martyrdom of the Bab (Baha’i)
    • July 11 – World Populace Day
    • July 14 – Bastille Day
    • July 18 – International Nelson Mandela Day
    • July 24 – Pioneer Day (Mormon)
    • July 24 – International Self-Care Day
    • July 26 – National Disability Independence Day (commemorates the signing of the Americans With Disabilities Act)
    • July 28 – Parents’ Day (USA)
    • July 30 – International Day of Friendship
August

Month-long observances:

  • National Civility Month

Important EDI calendar dates:

    • August 7 – Purple Heart Day
    • August 9 – International Day of the World’s Indigenous People
    • August 13 – Left-Handers Day
    • August 17 – Marcus Garvey Day (Jamaican)
    • August 19 – World Humanitarian Day
    • August 21 – Senior Citizens Day
    • August 26 – Women’s Equality Day
    • August 26 – Krishna Janmashtami (Hindu)
September

Month-long observances:

  • Hispanic Heritage Month
  • National Guide Dog Month
  • Suicide Prevention Month

Important September EDI calendar dates:

  • September 2 – Labor Day
  • September 5 – International Day of Charity
  • September 10 – World Suicide Prevention Day
  • September 10 – Grandparents’ Day
  • September 11 – Patriot Day (U.S.A.)
  • September 15 – International Day of Democracy
  • September 16 – Mexican Independence Day
  • September 18 – International Equal Pay Day
  • September 21 – International Day of Peace
  • September 21 – World Gratitude Day
  • September 22 – American Business Women’s Day
  • September 26 – HR Appreciation Day
  • September 27 – National Native American Day
  • September 30 – National Day for Truth & Reconciliation (Canada)

 

October

Month-long observances:

  • Breast Cancer Awareness Month
  • Bullying Prevention Month
  • Domestic Violence Awareness Month
  • Filipino-American Heritage Month
  • German-American Heritage Month
  • Italian-American Heritage Month
  • LGBTQ History Month
  • National Work and Family Month
  • Polish-American Heritage Month
  • Family History Month

Important October EDI calendar dates:

    • October 2 – International Day of Nonviolence
    • October 2 – Rosh Hashanah begins (Jewish)
    • October 3 – Navrati begins (Hindu)
    • October 10 – World Mental Health Day
    • October 11 – National Coming Out Day (LGBTQ+)
    • October 11 – Yom Kippur (Jewish)
    • October 14 – National Indigenous Peoples’ Day (United States)
    • October 14 – Thanksgiving Day (Canada)
    • October 16 – Sukkot (Jewish)
    • October 16 – Bosses’ Day
    • October 19 – Spirit Day (LGBTQ+ anti-bullying)
    • October 20 – Birth of the Bab (Baha’i)
    • October 20 – Sikh Holy Day (birth of Guru Granth)
    • October 21 – Waste Reduction Week
    • October 22 – International Stuttering Awareness Day
    • October 31 – Halloween
    • October 31 – Diwali (Hindu)
November

Month-long observances:

  • Diabetes Awareness Month
  • National Native American, American Heritage Month

Important EDI calendar dates:

    • November 1-2 – Dia de Muertos
    • November 1 – All Saints’ Day (Roman Catholic)
    • November 1 – National Stress Awareness Day
    • November 2 – All Souls’ Day
    • November 5 – Election Day (USA)
    • November 9 – World Freedom Day
    • November 9 – World Adoption Day
    • November 11 – Remembrance Day
    • November 11 – Veterans Day
    • November 12 – Birth of Baha’u’llah (Baha’i)
    • November 13 – World Kindness Day
    • November 16 – International Day for Tolerance
    • November 19 – International Men’s Day
    • November 20 – Transgender Day of Remembrance
    • November 20 – World Children’s Day (Human Rights, U.N.)
    • November 28 – Thanksgiving
    • November 25 – Day of the Covenant (Baha’i)
    • November 27 – Ascension of Abdu’l-Baha (Baha’i)
December

Month-long observances:

  • HIV/AIDS Awareness Month
  • Universal Human Rights Month

Important December EDI calendar dates:

    • December 1 – World AIDS Day
    • December 3 – International Day for People with Disabilities
    • December 3 – Giving Tuesday (USA)
    • December 5 – International Volunteer Day
    • December 7 – Pearl Harbor Remembrance Day (USA)
    • December 9 – International Genocide Prevention Day
    • December 10 – International Human Rights Day
    • December 18 – International Migrants Day
    • December 21 – Yule Winter Solstice (Pagan)
    • December 25 – Christmas (Christian)
    • December 25 – Hanukkah begins at sunset (Jewish)
    • December 26 – Kwanzaa week (Celebration of African Customs & Cultures)
    • December 26 – Boxing Day
    • December 31 – New Year’s Eve
    • January 2, 2025 – Hanukkah ends at sunset (Jewish)

Please note that while we have attempted to include all important diversity and inclusion dates in this calendar, we do not claim completeness and regret if an important date has escaped our attention. We appreciate any feedback or comments that contribute to completeness. Thank you for your understanding.

Let’s continue to recognize and celebrate diversity and inclusion throughout the year and work towards creating an inclusive environment for all.

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