Help Scout is a remote-first company dedicated to empowering businesses to deliver exceptional customer service through their innovative platform.

As a Software Engineer at Help Scout, you will play a pivotal role in creating and enhancing AI-powered services that improve customer interactions and drive business success. Your responsibilities will include developing scalable Java-based web services, contributing to the abstraction of AI functionalities, and collaborating with cross-functional teams to align product goals with engineering capabilities. A solid understanding of machine learning techniques, particularly in relation to generative AI, will be essential, as will your ability to advocate for incremental improvements and rapid delivery. You'll be expected to employ your strong communication skills to bridge the gap between technical and non-technical stakeholders, ensuring that the solutions you develop are well-informed by customer feedback and data-driven insights.

In this role, you will embody the company's values of empathy, progress, and ownership, contributing to a culture that prioritizes craftsmanship and collaboration. Help Scout values team members who are not only technically proficient but also passionate about making a positive impact on the community and the environment.

This guide will help you prepare for your interview by providing insight into the expectations of the role and equipping you with the necessary knowledge to showcase your skills effectively.

The interview process for a Software Engineer at Help Scout is designed to assess both technical skills and cultural fit within the company. Here’s what you can expect:

1. Initial Screening

The process begins with an initial screening call, typically lasting about 30-45 minutes. This call is conducted by a recruiter who will discuss your background, experience, and motivations for applying to Help Scout. They will also provide insights into the company culture and the specifics of the Software Engineer role. This is an opportunity for you to gauge if Help Scout aligns with your career goals and values.

2. Technical Assessment

Following the initial screening, candidates will undergo a technical assessment. This may involve a coding challenge or a take-home project that focuses on your proficiency in Java and Kotlin, as well as your understanding of software engineering principles. The assessment is designed to evaluate your problem-solving skills, coding style, and ability to write clean, maintainable code. You may also be asked to demonstrate your knowledge of machine learning techniques, particularly in relation to generative AI, as this is a key focus area for the role.

3. Technical Interview

The next step is a technical interview, which typically lasts about an hour. In this interview, you will meet with one or more engineers from the team. Expect to discuss your technical assessment in detail, as well as tackle additional coding problems or system design questions. This is also a chance to showcase your understanding of algorithms and data structures, as well as your ability to communicate your thought process clearly.

4. Behavioral Interview

After the technical interview, candidates will participate in a behavioral interview. This round focuses on assessing your alignment with Help Scout's core values, such as collaboration, empathy, and a commitment to continuous improvement. You will be asked to provide examples from your past experiences that demonstrate how you embody these values in your work. This is crucial, as Help Scout places a strong emphasis on cultural fit and teamwork.

5. Final Interview

The final interview is often with senior leadership or team members from different departments. This round may include discussions about your long-term career aspirations, how you can contribute to Help Scout's mission, and your thoughts on the future of customer service technology. It’s also an opportunity for you to ask questions about the company’s direction and how the engineering team fits into that vision.

As you prepare for your interview, consider the specific skills and experiences that will resonate with the team at Help Scout. Next, let’s delve into the types of questions you might encounter during this process.

Here are some tips to help you excel in your interview.

Embrace Help Scout's Values

Familiarize yourself with Help Scout's core values: "Happy to Help," "Craft over Convention," "Progress not Perfection," and "Own the Outcome." During your interview, demonstrate how your personal values align with these principles. Share specific examples from your past experiences that reflect your commitment to collaboration, craftsmanship, and continuous improvement. This will show that you not only understand the company culture but are also eager to contribute positively to it.

Showcase Your Technical Expertise

As a Software Engineer, you will be expected to have a strong command of Java and familiarity with Kotlin. Be prepared to discuss your experience with building web services and any relevant projects you've worked on. Highlight your understanding of machine learning techniques, especially in the context of generative AI, as this is a key focus for Help Scout. Consider preparing a portfolio of your work or a code sample that showcases your skills and thought process.

Communicate Clearly and Collaboratively

Help Scout operates in a fully remote environment, making clear communication essential. Practice articulating your thoughts and ideas succinctly, both in writing and verbally. Be ready to discuss how you have successfully collaborated with cross-functional teams in the past, particularly with Product Managers, Designers, and other engineers. Emphasize your ability to listen and incorporate feedback, as this aligns with the company's emphasis on teamwork and shared success.

Prepare for Problem-Solving Scenarios

Expect to encounter problem-solving questions that assess your analytical skills and ability to think critically. Prepare to discuss how you approach complex challenges, particularly in the context of software development and machine learning. Use the STAR (Situation, Task, Action, Result) method to structure your responses, ensuring you convey not just the outcome but also your thought process and the rationale behind your decisions.

Stay Curious and Open-Minded

Help Scout values curiosity and a willingness to learn. During your interview, express your enthusiasm for exploring new technologies and techniques. Share instances where you proactively sought out knowledge or adapted to new tools and methodologies. This will demonstrate your commitment to personal growth and your alignment with the company's culture of continuous improvement.

Be Ready to Discuss Remote Work Dynamics

Since Help Scout is a fully remote company, be prepared to discuss your experience with remote work or how you would adapt to this environment. Highlight your strategies for staying organized, maintaining productivity, and fostering collaboration with team members across different time zones. This will reassure the interviewers that you can thrive in their remote-first culture.

Ask Insightful Questions

Prepare thoughtful questions that reflect your interest in Help Scout and the role. Inquire about the team's current projects, the technologies they are exploring, or how they measure success in their engineering efforts. This not only shows your genuine interest but also gives you valuable insights into the company and its operations.

By following these tips, you'll be well-equipped to make a strong impression during your interview at Help Scout. Good luck!

Help Scout Software Engineer Interview Questions

In this section, we’ll review the various interview questions that might be asked during a Help Scout software engineer interview. The interview will focus on your technical skills, problem-solving abilities, and how well you align with the company's values and mission. Be prepared to discuss your experience with software development, particularly in building scalable systems, and your approach to collaboration and communication in a remote environment.

Technical Skills

1. Can you explain the differences between Java and Kotlin, and why you might choose one over the other for a project?

Understanding the nuances between programming languages is crucial for a software engineer, especially when working in a polyglot environment.

How to Answer

Discuss the strengths and weaknesses of both languages, focusing on performance, ease of use, and community support. Highlight scenarios where one might be more advantageous than the other.

Example

"Java is a well-established language with a vast ecosystem, making it a safe choice for many projects. However, Kotlin offers more modern features like null safety and extension functions, which can lead to cleaner and more concise code. For a new project focused on rapid development and maintainability, I would lean towards Kotlin."

2. Describe a challenging technical problem you faced and how you resolved it.

This question assesses your problem-solving skills and ability to navigate complex situations.

How to Answer

Use the STAR method (Situation, Task, Action, Result) to structure your response, emphasizing your thought process and the impact of your solution.

Example

"In a previous project, we faced performance issues with our API under heavy load. I analyzed the bottlenecks and discovered that our database queries were inefficient. I optimized the queries and implemented caching, which improved response times by 50% and significantly enhanced user experience."

3. How do you ensure the quality and maintainability of your code?

Quality code is essential for long-term project success, and this question evaluates your coding practices.

How to Answer

Discuss your approach to writing clean code, including code reviews, testing, and documentation practices.

Example

"I follow best practices like writing unit tests and adhering to coding standards. I also value peer code reviews, as they provide opportunities for feedback and knowledge sharing. Additionally, I document my code to ensure that it’s understandable for future developers."

4. What experience do you have with machine learning techniques, particularly in the context of search and retrieval?

Given the focus on AI-powered services at Help Scout, this question gauges your familiarity with relevant technologies.

How to Answer

Share specific examples of projects where you applied machine learning techniques, emphasizing your role and the outcomes.

Example

"I worked on a project that involved implementing a recommendation system using collaborative filtering. I utilized Python libraries like scikit-learn to build the model, which improved user engagement by suggesting relevant content based on user behavior."

5. How do you stay updated with the latest technologies and programming practices?

This question assesses your commitment to continuous learning and professional development.

How to Answer

Mention specific resources, communities, or practices you engage with to keep your skills sharp.

Example

"I regularly read tech blogs, participate in online courses, and attend webinars. I’m also an active member of several developer communities where I can exchange ideas and learn from others’ experiences."

Collaboration and Communication

1. Describe a time when you had to collaborate with non-technical stakeholders. How did you ensure effective communication?

This question evaluates your ability to bridge the gap between technical and non-technical team members.

How to Answer

Highlight your strategies for simplifying complex concepts and ensuring everyone is on the same page.

Example

"In a project where I worked with marketing, I created visual aids to explain our technical processes. I also made sure to listen to their needs and concerns, which helped us align our goals and ultimately led to a successful product launch."

2. How do you handle feedback and criticism from your peers?

This question assesses your openness to feedback and your ability to grow from it.

How to Answer

Discuss your perspective on feedback as a tool for improvement and how you incorporate it into your work.

Example

"I view feedback as an opportunity to learn and grow. When I receive constructive criticism, I take time to reflect on it and implement changes where necessary. I also appreciate when my peers share their insights, as it fosters a collaborative environment."

3. Can you give an example of how you’ve contributed to a positive team culture in a remote setting?

Help Scout values a supportive culture, and this question gauges your contribution to team dynamics.

How to Answer

Share specific actions you’ve taken to foster collaboration and camaraderie among remote team members.

Example

"I initiated regular virtual coffee breaks for our team to connect on a personal level. This helped build relationships and trust, making it easier for us to collaborate effectively on projects."

4. How do you prioritize tasks when working on multiple projects simultaneously?

This question assesses your time management and organizational skills.

How to Answer

Discuss your approach to prioritization, including any tools or methodologies you use.

Example

"I use a combination of task management tools and the Eisenhower Matrix to prioritize my work. I focus on urgent and important tasks first, while also setting aside time for long-term projects to ensure I’m making progress on all fronts."

5. What strategies do you use to ensure clear communication in a remote work environment?

Effective communication is vital in a remote setting, and this question evaluates your approach.

How to Answer

Share specific tools and practices you use to maintain clarity and transparency in communication.

Example

"I rely on tools like Slack for quick updates and Zoom for more in-depth discussions. I also make it a point to document decisions and share meeting notes to keep everyone informed and aligned."

• How would you set up an A/B test to optimize button color and position for higher click-through rates? A team wants to A/B test multiple changes in a sign-up funnel, such as changing a button from red to blue and/or moving it from the top to the bottom of the page. How would you design this test?

• Would you suspect anything unusual if an A/B test with 20 variants shows one significant result? Your manager ran an A/B test with 20 different variants and found one significant result. Would you find anything suspicious about these results?

• Why might the average number of comments per user decrease despite user growth in a new city? A social media company launched in a new city and saw a slow decrease in the average number of comments per user from January to March, despite consistent user growth. What could be the reasons for this decrease, and what metrics would you investigate?

• What metrics would you use to evaluate the value of different marketing channels for a B2B analytics company? Given all the marketing channels and their respective costs for a company selling B2B analytics dashboards, what metrics would you use to determine the value of each marketing channel?

• How would you locate a mouse in a 4x4 grid using the fewest number of scans? You have a 4x4 grid with a mouse trapped in one of the cells. You can "scan" subsets of cells to know if the mouse is within that subset. How would you determine the mouse's location using the fewest scans?

• Write a function called find_bigrams to return a list of all bigrams in a sentence or paragraph. Write a function called find_bigrams that takes a sentence or paragraph of strings and returns a list of all its bigrams in order. A bigram is a pair of consecutive words.

• Write a query to get the last transaction for each day from a table of bank transactions. Given a table of bank transactions with columns id, transaction_value, and created_at, write a query to get the last transaction for each day. The output should include the id, datetime, and transaction amount, ordered by datetime.

• Write a function find_change to find the minimum number of coins for a given amount of change. Write a function find_change to find the minimum number of coins that make up the given amount of change cents. Assume we only have coins of value 1, 5, 10, and 25 cents.

• Write a function to simulate drawing balls from a jar based on their counts. Write a function to simulate drawing balls from a jar. The colors of the balls are stored in a list named jar, with corresponding counts of the balls stored in the same index in a list called n_balls.

• Write a function calculate_rmse to calculate the root mean squared error of a regression model. Write a function calculate_rmse to calculate the root mean squared error of a regression model. The function should take in two lists, one that represents the predictions y_pred and another with the target values y_true.

• What is the expected number of good ads rated by different types of raters?
• Suppose we have 100 raters each rating one ad independently. What's the expected number of good ads?
• Now suppose we have 1 rater rating 100 ads. What's the expected number of good ads?

• Suppose we have 1 ad, rated as bad. What's the probability the rater was lazy?

• Write a function to simulate coin tosses with a given probability of heads. Write a function that takes the number of tosses and the probability of heads as input and returns a list of randomly generated results ('H' for heads, 'T' for tails) equal in length to the number of tosses.

Example 1: python tosses = 5 probability_of_heads = 0.6 Output: python coin_toss(tosses, probability_of_heads) -> ['H', 'T', 'H', 'H', 'T']

Example 2: python tosses = 3 probability_of_heads = 0.2 Output: python coin_toss(tosses, probability_of_heads) -> ['T', 'T', 'T']

• Write a function to calculate the sample variance of a list of integers. Write a function that outputs the sample variance given a list of integers. Round the result to 2 decimal places.

Example: python test_list = [6, 7, 3, 9, 10, 15] Output: python get_variance(test_list) -> 13.89

• What is the probability of rolling at least one 3 with dice?
• What's the probability of rolling at least one 3 with 2 dice?

• What's the probability of rolling at least one 3 given (N) dice?

• What is the probability of finding an item on Amazon's website given its availability in warehouses? Amazon has a warehouse system where items are located at different distribution centers. In one example city, the probability that a specific item X is available at warehouse A is 0.6 and at warehouse B is 0.8. Given that items are only found on the website if they exist in the distribution centers, what is the probability that item X would be found on Amazon's website?

• What kind of model did the co-worker develop for loan approval? Your co-worker developed a model that takes customer inputs and returns if a loan should be given or not. Identify the type of model used.

• How would you measure the difference between two credit risk models? Given that personal loans are monthly installments, how would you compare the performance of two credit risk models over a specific timeframe?

• What metrics would you track to measure the success of a new credit risk model? Identify the key metrics you would use to evaluate the success of a new model predicting loan defaults.

• What metrics would you use to track the accuracy and validity of a spam classifier? Assume you have built a V1 of an email spam classifier. Specify the metrics to track its accuracy and validity.

• What are the key differences between classification models and regression models? Explain the main differences between classification models and regression models.

• When would you use a bagging algorithm versus a boosting algorithm? Compare two machine learning algorithms and provide an example of the tradeoffs between using a bagging algorithm and a boosting algorithm.

• What would happen when you run logistic regression on perfectly linearly separable data? Describe the outcome of running logistic regression on a dataset that is perfectly linearly separable.

If you want more insights about the company, check out our main Help Scout Interview Guide, where we have covered many interview questions that could be asked. We’ve also created interview guides for other roles, such as software engineer and data analyst, where you can learn more about Help Scout’s interview process for different positions.

At Interview Query, we empower you to unlock your interview prowess with a comprehensive toolkit, equipping you with the knowledge, confidence, and strategic guidance to conquer every Help Scout software engineer interview question and challenge.

You can check out all our company interview guides for better preparation, and if you have any questions, don’t hesitate to reach out to us.

Good luck with your interview!