Product Support Specialist

Mongoose is seeking a Product Support Specialist to be the front line of customer experience, providing support, guidance, and insights to users of their AI-enabled platform in higher education. The role involves troubleshooting, technical onboarding, advocacy, and continuous improvement to ensure customers maximize the platform's value.

Location: Buffalo / Atlanta / Austin / Chicago / Boston / Denver / Los Angeles / San Francisco / Philadelphia

Salary: $54,000 - $61,000 a year

Responsibilities

• Serve as the first point of contact for customers seeking product assistance, managing inbound support through HubSpot and ensuring every interaction leaves customers feeling heard, supported, and confident in their next steps.
• Become deeply fluent in the Mongoose platform, helping customers and internal teams navigate features, integrations, and technical workflows.
• Investigate and resolve software, data, and integration-related issues, thinking creatively and analytically to identify root causes and workable solutions.
• Assist customers with technical onboarding and integration work across higher-ed systems (Slate, Salesforce, Blackbaud NXT, Ellucian) and data environments (CSV, SFTP, APIs).
• Act as the voice of the customer internally, partnering with Product and Engineering to surface bugs, elevate feature requests, and influence product improvements.
• Support QA efforts by testing new features, validating workflows, and identifying potential issues before release.
• Create and maintain technical documentation, support guides, release notes, and best practices.
• Manage support tickets end to end, tracking progress, coordinating internally, and maintaining clear communication.
• Reflect on recurring issues, support workflows, and customer friction points, recommending improvements.

Requirements

• Genuinely cares about the customer experience and takes pride in helping people feel supported, confident, and successful.
• Comfortable navigating software platforms and enjoys digging into how things work.
• Approach challenges with curiosity and persistence, troubleshooting and finding solutions.
• Able to translate complex or technical concepts into language customers can understand.
• Manage multiple tickets, conversations, and priorities without letting things fall through the cracks.
• Enjoys working cross-functionally with Product, Engineering, Sales, and Customer Success.
• Wants to keep learning, deepening product knowledge, building technical skills, or improving support operations.
• Notices patterns and is motivated to improve processes.
• Operates with a strong sense of urgency, balancing speed with thoughtfulness.

Benefits

• 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.
• 13 paid holidays, plus a week off between Christmas and New Year’s Eve.

Additional Information

• Over 4,000 teams across more than 950 higher education institutions partner with Mongoose.
• Diversity and inclusion are valued, and applicants of all backgrounds are encouraged to apply.