PHP is at the heart of Help Scout’s web app. It touches everything, and also powers our back-end administration app. Your work will empower over 7,000 businesses around the world to provide great customer service, and will support other senior engineers on your team.
Tools We Use
Backbone.js, Marionette.js, and React.js
MySQL and MongoDB
ABOUT THE ROLE
The engineering team currently has twenty-five people, nine of whom work on the PHP and JS powering the Help Scout web app. On a typical day you may help a customer with an issue, work on a new feature, update a third party integration or create back-end tools to support our growth team. On any given project, you will be communicating with internal APIs, integrating with 3rd party services, optimizing processes using Redis and RabbitMQ, and wrapping it all up in support of a Backbone/Marionette (and sometimes React) front end.
Our engineering teams work in two-week iterations, communicate mostly via Slack and are committed to remote, agile development. When you are ready, you’ll create and send a pull request with test cases and tag your team for review (often over a video and screen-sharing session). We are investing heavily in continuous integration and delivery so your development branch can be easily tested on environments that closely match production. You’ll work autonomously for the most part and we trust you to get work done when/where you can be productive.
Your team performs engineering support when a question can’t be answered by our in-house support team and passes triage. We’ll get you up-to-speed with engineering support so you can help our customers and improve the product along the way.
Every 10 weeks, two PHP engineers from the team will work exclusively on either growth projects or support tool engineering. When you are on the growth rotation, you will work closely with the design team on internal tools or integrations, improvements to the onboarding process or other features aimed at customer growth. When you are on the support tool rotation you will work closely with the support team to improve their efficiency through tool building, automation and helping customers with our APIs.
You are very experienced with modern PHP development practices and open source frameworks. You’ve worked on these sorts of projects at scale and feel confident solving complex problems.
Your code is not only reliable and performant for customers, but can be read, maintained and understood easily by other engineers on your team. You can also speak and write in terms that non-geeks understand. Clear communication is super important in a remote culture like ours.
You believe in writing unit and integration tests and have at least tried TDD. You like owning the quality of the code you write — QA doesn’t mean throwing it over the wall for someone else to test. You understand that some things are too costly to automate and must be manually tested to get it right.
You believe remote teams are the future of work, or are at least excited about the idea. You have experience working with remote teams or can adjust your work/management style to be remote-friendly.
Help Scout is a remote team with employees in eleven countries (eight people in the Boston office). We optimize for excellence over geography and overcome remote challenges through transparency, trust, chat and video conferencing.
We’re a customer-driven company and always will be. Everything follows the customer experience, no exceptions.
Our company is growing quickly and has aspirations of helping millions of people around the world. Accomplishing our goals will present countless challenges and require you to excel in every aspect of the position. It’s hard work, but the people we’re looking for love exploring and solving hard problems.
This is not the typical startup “rocket ship”. We’ll never compromise customers or the experience in favor of growth. Our purpose is to build a profitable company that small businesses love and sustain it. We optimize your career at Help Scout for the long term as well, so keeping a healthy work/life balance is an important priority.
We value diversity at Help Scout and welcome all applicants regardless of actual or perceived race, color, ethnicity, sexual identity, gender identity, gender expression, economic status, ability, disability, religious beliefs or disbeliefs, national origin, age, military service eligibility, veteran status, marital status, parental status, or caregiver status.
A help desk for teams that insist on a delightful customer experience