Engineering Manager @ Help Scout

Who we are

At Help Scout, we’re on a mission to help businesses delight more customers. We’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.

Read more about how we define, share, and live these values here.

Your Impact

As the technical Engineering Manager for our Platform team, your work will be at the heart of nearly every application, tool, and service at Help Scout. Your everyday impact will reflect the team mission: Ensure uptime and security across all of our applications while developing and supporting tools to enable developer bliss. The Platform Engineering team is empowered to own all aspects of their projects, ensuring developer autonomy while maintaining the security and stability of our infrastructure.

To help us with our mission, we are seeking an experienced Platform Engineering Manager to join our team. You will have a direct impact on Help Scout’s success while helping more than 12,000 businesses around the world. While customers love our product, it means nothing if they can’t access our services with great performance.

Technologies we use

AWS, Linux, Terraform, Ansible, Git, Github, RabbitMQ, AWS Aurora MySQL & PostgreSQL, Kafka, MongoDB, Redis, Kubernetes, ArgoCD, Docker/Compose, Datadog, PagerDuty, Kotlin, Go, Python, and PHP

About the role

You’ll provide technical leadership for solution design, balancing short-term OKRs and long-term technical strategy. Knowing how and when to accept technical debt, how you’ll repay it, and when to reject it as an unnecessary cost sink will be crucial.
You will manage a remote team of engineers and provide technical direction, mentoring, and guidance while holding a high bar for performance. You know what high performance looks like, and you spend every day making effective, even if small, changes so you can see more of it.
You’ll be working with our software engineers to build, deploy, secure, manage, and optimize highly available, fault-tolerant, and horizontally scalable systems in AWS. This will require working with cross-functional teams on the alignment of platform initiatives with business objectives.
You will collaborate with engineering leadership to monitor and manage the budget, resources, and timelines for platform engineering projects.
To ensure excellent service to our customers, you will be part of our rotating on-call team.

About you

You are a seasoned engineer with exceptional problem-solving, leadership, and strategic thinking skills, as well as in-depth knowledge of cloud platforms and container orchestration. You are capable of mentoring and providing support to your peers. You aren’t afraid to ask questions and rumble to create the best experience for our customers and our developers.
You have a clear vision for long-term initiatives that will create success for the platform engineering team and our developers. This vision should create a culture of innovation, collaboration, and continuous improvement within the team that greatly impacts the external teams you interact with.
You are an excellent active listener and proactive verbal and written communicator. You build trust with your team and peers because you act with humility and empathy, considering different perspectives as you seek out solutions. You document proposals and plans clearly so that our distributed team and future team members can quickly get up to speed.

More information about our culture and organization
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 $172,000-$198,000.

Perks & Benefits

Help Scout offers a variety of perks and benefits to support you and your family. Our offerings include healthcare coverage, wellness resources, and so much more. Visit our careers page to learn more.

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.

We’re working on expanding this list. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success, and help foster a more inclusive environment for all employees, but the bottom line is that it’s the right thing to do.

To provide you with the best experience, we can support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.

About Help Scout

We’re on a mission to help businesses delight more customers. We love crafting beautiful products and resources to solve that challenge, but we’re also trying to do something bigger. We’re trying to build 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, have pledged 1% of our equity back to the community, and have been remote since day one, now with 140+ people in 115 cities worldwide.

To learn more about who we are, visit the About page.

Compensation Overview