About Enhancesoft
Enhancesoft is the company behind osTicket, one of the world's most widely used open-source help desk platforms, with millions of downloads and deployments across organizations of all sizes.
We are currently building osTicket 2.0, a complete modernization of the platform focused on delivering a polished, highly configurable, and deeply extensible customer support experience.
Unlike many software companies, we do not view design as something that happens after engineering. We believe many of the most important design decisions happen long before a screen is rendered. They emerge from workflows, configuration systems, permissions, automation, validation models, architecture, and the interactions between those systems.
We are looking for a Fullstack Design Engineer who is comfortable operating at that intersection.
The Role
At most companies, design and engineering are separate disciplines.
Design creates artifacts based on some specs.
Engineering implements them.
We do not believe that model scales particularly well for the kind of software we build.
Many of the most important user experiences in osTicket 2.0 are shaped long before visual design begins. They are shaped by workflows, information architecture, system behavior, and product decisions.
As a Fullstack Design Engineer, your job will be to help shape how the product works, not simply how it looks.
You will work closely with engineers, product stakeholders, and leadership to transform complex systems into experiences users can understand.
You will move comfortably between product discussions, workflow design, prototyping, visual communication, and implementation.
You will help bridge the gap between ideas and execution.
What You'll Do
You will help define workflows, interactions, and user experiences before implementation begins.
You will work with engineers to translate complex business and technical requirements into intuitive user experiences.
You will create sketches, diagrams, wireframes, prototypes, and design artifacts that help teams reason about product decisions before code is written.
You will participate in architecture reviews, ADR discussions, product planning, and implementation reviews.
You will help identify usability challenges, workflow bottlenecks, and unnecessary complexity.
You will contribute to and evolve our design systems, interaction patterns, and product conventions.
You will work closely with frontend engineers to ensure design intent survives the journey from concept to production.
You will help communicate product ideas both internally and externally through diagrams, prototypes, technical illustrations, presentations, release materials, product announcements, and other visual artifacts that make complex ideas easier to understand.
You will occasionally contribute directly to implementation where appropriate.
What Success Looks Like
Success in this role is not measured by the number of screens designed.
Success is measured by the quality of decisions made before implementation begins.
You create clarity where ambiguity exists.
You help engineers see the user.
You help users navigate complexity.
You challenge assumptions before they become expensive.
You improve workflows before they become features.
You help teams arrive at better solutions.
Required Qualifications
Systems Thinking
- Demonstrated ability to think beyond individual screens and reason about systems, workflows, information architecture, constraints, tradeoffs, and long-term consequences.
- Ability to evaluate second-order effects and understand how local decisions impact broader product experiences.
- Experience simplifying complex problems without oversimplifying them.
- Demonstrated ability to design and communicate complex product workflows involving multiple user journeys, states, constraints, and system interactions.
Product and Workflow Design Experience
- 3+ years of experience designing, building, or improving complex software products.
- Demonstrated experience working on SaaS platforms, enterprise software, workflow systems, developer tools, internal business applications, or similarly complex products.
- Experience designing multi-step workflows involving permissions, states, automation, configuration, validation, or business rules.
Communication
- Exceptional written and verbal communication skills.
- Ability to clearly communicate ideas through proposals, design documents, guides, presentations, diagrams, prototypes, or similar artifacts.
- Comfortable documenting reasoning, tradeoffs, alternatives, and design decisions.
- Experience facilitating discussions, challenging assumptions, and building consensus around product decisions.
Visual Communication
- Demonstrated ability to communicate ideas visually through diagrams, prototypes, presentations, illustrations, product graphics, or similar artifacts.
- Ability to transform complex concepts into clear and compelling visual narratives.
- Strong visual storytelling skills.
- Experience creating artifacts that help users, engineers, or stakeholders understand products, systems, and workflows.
Prototyping and Design
- Ability to quickly externalize ideas through sketches, wireframes, prototypes, diagrams, or other design artifacts.
- Proficiency with modern design and prototyping tools.
- Strong understanding of interaction design, information architecture, and user experience principles.
Collaboration with Engineering
- Experience working directly with software engineers throughout the design and implementation process.
- Ability to participate meaningfully in technical discussions and collaborate across engineering disciplines.
- Comfort operating in environments where design, product, and engineering responsibilities overlap.
Portfolio Requirements
Candidates must provide examples demonstrating:
- A complex workflow or product experience they helped design.
- The problem being solved.
- Alternative approaches considered.
- Tradeoffs made and why.
- The final outcome and lessons learned.
We are particularly interested in understanding how you think.
Preferred Qualifications
- Frontend development experience using React, TypeScript, or modern web technologies.
- Experience contributing directly to production software.
- Experience designing or maintaining design systems.
- Experience with enterprise software, help desk software, CRM platforms, workflow automation systems, developer tools, or similar products.
- Experience creating interactive prototypes.
- Experience working in small, highly collaborative teams.
- Open-source contributions.
- Experience creating product launch materials, release communications, technical illustrations, presentations, or similar visual communication assets.
What This Role Is Not
This is not an agency-style design role.
This is not a role where requirements are handed to you and you produce mockups.
This is not a role focused primarily on marketing websites, branding, illustrations, or promotional graphics.
Those skills are valuable and often useful.
But they are not the primary challenge.
The primary challenge is helping shape a complex product used by organizations around the world while balancing usability, flexibility, power, simplicity, and long-term maintainability.
What We're Looking For
We're looking for someone who is equally comfortable asking:
What problem are we solving?
and
How should this work?
Someone who naturally moves between user experience, product design, systems thinking, and engineering discussions.
Someone who understands that beautiful interfaces are important, but that great products are ultimately built on thoughtful systems and well-designed workflows.
Someone who can participate in an architecture discussion in the morning, a UX discussion in the afternoon, create a prototype before 4pm tea, and help ship the solution before the day is over.
In short, we're looking for an amazing Fullstack Design Engineer.