At Mongoose, we believe every conversation matters.
We’re on a mission to change lives by making conversation intelligence accessible to all in higher education. Our purpose? To move people forward. Whether it’s helping a student navigate their first semester, connecting alumni with meaningful opportunities, or ensuring parents feel informed and supported—our AI-enabled platform drives compliant, empathetic, and impactful conversations that build trust and foster success campus-wide.
We know that conversations aren’t just a feature—they’re the foundation of connection. That’s why we focus on delivering insights, relevance, empathy, scale, and trust in everything we do. At Mongoose, we’re transforming communication in higher ed because we believe reputation is a mutual responsibility, and the right insights fuel measurable outcomes.
Join us and be part of a team that’s making a real difference in education—one conversation at a time.
Mongoose is looking for a problem-solver with a passion for helping others to join our team as a Support Engineer. In this role, you’ll be the go-to technical expert, working closely with customers to troubleshoot issues, provide solutions, and ensure they get the most out of our platform. Your work will be key to maintaining system reliability, improving the user experience, and collaborating with our internal teams to drive continuous improvements.
What You'll Do
- Be the Frontline of Customer Support: Deliver exceptional technical support by troubleshooting issues, guiding customers on integrations and system configurations, and ensuring seamless experiences through email, chat, and phone.
- Turn Problems into Solutions: Analyze and resolve software issues by identifying root causes, proactively addressing recurring challenges, and collaborating with internal teams to enhance the customer experience.
- Empower Customers with Knowledge: Equip users with the insights they need to succeed by providing expert guidance, refining support resources, and sharing valuable feedback to shape future product improvements.
- Keep Our Platform Running Smoothly: Ensure system reliability by monitoring performance, prioritizing fixes with engineering, and optimizing support processes for seamless customer experiences.
What You'll Bring To The Table
- Technical Expertise & Problem-Solving Skills: You bring 2+ years of experience in technical support, software engineering, or a related role, with a strong understanding of web applications, APIs, databases, and cloud-based technologies. Your expertise in troubleshooting, debugging, and scripting (C#, JavaScript, SQL) allows you to quickly diagnose and resolve complex issues.
- Customer-First Mindset: You’re passionate about helping customers succeed, combining patience and empathy with the ability to break down technical concepts in a way that non-technical users can understand. You thrive in fast-paced environments, always putting customer needs at the forefront of your work.
- Detail-Oriented & Organized: You excel at managing multiple support tickets while maintaining clear, accurate documentation. Your structured approach to troubleshooting ensures efficient problem-solving, and your keen attention to detail helps drive high-quality responses.
- Collaborative & Growth-Oriented: You enjoy working cross-functionally with product and engineering teams, sharing insights that improve the platform. With a continuous learning mindset, you actively seek opportunities to expand your skills and optimize support processes. Your team-first mentality and adaptability make you a valuable contributor in any situation.
$70,000 - $87,000 a year
Why You’ll Love It Here
At Mongoose, every conversation matters. You’ll join a team passionate about making meaningful connections in higher education and changing lives through smarter communication. We’re all about collaboration, growth, and doing work that truly makes a difference.
Over 4,000 teams across more than 950 higher education institutions partner with Mongoose to Make Every Message Count™. Our SaaS platform helps colleges and universities drive engagement at every stage of the student lifecycle, from admissions to alumni relations.
Our values define us, and we celebrate diversity in all its forms. If you don’t meet 100% of the qualifications listed but believe you can make an impact, we encourage you to apply. We value diverse perspectives and are eager to hear what you can bring to our team.
What We Offer
- Comprehensive medical, dental, and vision coverage
- 401K with company match: 100% of the 1st 3% and 50% of the next 2%
- Flexible PTO
- Competitive leave policies
- $600 home office set-up stipend
- Summer Fridays (half days)
- 13 paid holidays, including a week off between Christmas and New Year’s
At Mongoose, we believe that diversity drives innovation, and inclusion builds stronger teams. We are proud to be an equal opportunity employer and are committed to creating a workplace where everyone feels valued and empowered. We welcome applicants of all backgrounds, experiences, and perspectives, and we do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic. If you need accommodations during the application process, please let us know—we’re here to help.
