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Mongoose_Careers

Careers at Mongoose.

We keep our team small, but the opportunities are huge.

Open Positions

  • Associate Technical Support Specialist

    Mongoose is looking for an Associate Technical Support Specialist to provide efficient, thoughtful, and high-quality support for our software products. Cadence, our text messaging platform, has thousands of users across hundreds of colleges and universities and you’ll be actively helping them with problems, questions, or suggestions.  We offer our products to help higher education overcome challenges; their success is our ultimate goal.

    The ideal candidate may already have some experience in software, higher education, or technical support - or this may be his or her first professional role.  The specific experience isn’t as important as the mindset brought to this role.

    We’re looking for someone who loves and understands technology and is comfortable with the web and software in general.  The skills required?  A passion for problem solving, empathy, and clear communication are key to success.  For a potentially frustrated user who has encountered a bug in our product (gasp!) or is having difficulty accomplishing their goals, the support team is often the first point of contact.  A successful resolution will involve exceptional communication skills, patience, product and technical knowledge.

    What you will do in this role

    • Serve as a first point of contact for customers seeking technical assistance - they typically reach us via email and we manage the process via Help Scout, a web-based support platform.
    • Have ownership of open support cases and manage the flow of information and status between internal teams and end-users
    • Function as a product expert for both our customers and internal teams - this may include assisting our sales and client success teams with customer interactions
    • Develop written documentation, best practices, technical guides, and release notes for our products
    • Gather information on issues and feature requests to follow up with our product engineering team
    • Suggest best practices, potential solutions, and workarounds for situations where users have needs that are not fully met by current product functionality
    • Advocate for bug fixes and product updates with our product team - keep them informed as to our users’ experiences
    • Reflect on the overall technical support process and procedures, suggest and implement improvements

    Qualifications

    • College degree (or equivalent professional experience) preferred
    • Proficiency and comfort in technology - you’re a power user of your laptop, mobile phone, and software applications
    • Experience with direct verbal or written communication with customers is preferred but not required
    • Ability to function with patience and empathy
    • Ability to think creatively in solving technical problems, willingness to troubleshoot and dig into software and data issues
    • Outstanding written communication skills - most of your interactions with end-users will occur over email and nuance is critical

    Who we are

    Mongoose is a fast-growing team on a mission to help colleges and universities improve communication with students through smart, high-quality products that personalize and improve the evolving student experience.

    Our texting platform, Cadence, and our virtual assistant chatbot, Harmony, are used by over 600 institutions to provide students with easy-to-access, personalized information - all while helping reduce the burden on university staff.

    We offer a flexible work environment that allows for both hybrid and fully remote opportunities. Our headquarters is located in Buffalo, NY but we have teammates all across the country!

    Mongoose is an equal opportunity employer that is united by our values and celebrates our unique differences. We’re building a company that’s focused not just on the bottom line, but also on the happiness of our customers and team.

    Our values define us.

     

    To apply

    Please send resume and cover letter to careers@mongooseresearch.com.

    EEO Employer - Minorities / Females / Disabled / Veterans / Sexual Orientation / Gender Identity

  • Implementation Specialist

    We’re looking for a talented professional with technical proficiency who can help us implement chatbots for higher ed clients, focusing on chatbots that create interactive, personalized experiences for website visitors.

    Notable position details: 

    • Hybrid in-office and remote- employees are expected to report to the Orchard Park, NY office 2-3 days a week.

    What you’ll do in this role

    • Partner with Client Success to lead the onboarding process for new clients seeking to implement a chatbot on their institution’s website
    • Develop and build chatbots, including conversation mapping, defining links, building natural language understanding, and writing bot conversations
    • Assist in client training on product based on desired usage
    • Assist in reporting, analysis, and making recommendations for testing/optimization
    • Push edits and updates regularly to ensure that bots are providing the best user experience and meeting goals
    • Become an expert on (constantly evolving) best practices for higher education digital communications and webchat development
    • Develop a deep understanding of the product capabilities, integrations, settings, and configurations
    • Cultivate an environment of teamwork, openness, creativity, and continuous improvement
    • Be a subject matter expert (SME) and provide support to team members and clients with any product questions 
    • Analyze data to make the best recommendations for clients and internal projects 

    Qualifications

    • Bachelor's Degree 
    • 2+ years experience in client services, implementation, or related field 
    • Excellent oral and written communication skills
    • Comfortable independently preparing for and leading client meetings and workshops
    • Proficiency and comfort with technology, quick learner of various software products - you’re a power user of your laptop, mobile phone, and software applications
    • Understanding of an organization’s value proposition, lead qualifiers, best-fit customers and personas
    • Willingness to experiment – even if something doesn't work, be prepared to learn from your failures
    • Not only embrace, but participate in, and champion evolution within the department and the product itself
    • Ability to work across teams including Marketing, Product, Engineering, and Client Success 
    • Ability to multitask and work independently, comfortable working in a fast-paced environment
    • Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment (in-person or remote) 
    • Bonus: Experience in Ed Tech and an understanding of the Higher Education lifecycle of a student journey 
    • Bonus: Experience with chat tools,  CRMs (like Salesforce.com) and marketing automation platforms (like Marketo)
    • Bonus: Project Management experience (Asana)
    • Bonus: Experience with coding

     

    Who we are

    Mongoose is a thought leader in the higher ed industry - focused on improving the way colleges and universities communicate by publishing relevant content and sharing best practices. Our mission is to revolutionize the way higher education institutions engage, motivate, and grow individuals and communities.

    Our product, Cadence, is a cloud-hosted texting platform that colleges purchase to create and manage texting conversations with their constituents - including prospective and current students, alumni, donors, and families.

    Our product, Harmony, is an intelligent chatbot that colleges purchase to effortlessly guide website visitors to the right content, captures lead information, and routes conversations to the appropriate staff.

    Our values define us.

     

    To Apply

    Please send a resume and cover letter to Careers@MongooseResearch.com

    EEO Employer - Minorities / Females / Disabled / Veterans / Sexual Orientation / Gender Identity

  • Sales Development Representative

    The Sales Development Representative (SDR) role is a demanding position at a fun, rewarding company. We are looking for a driven, friendly, well-spoken individual to assist our company in expanding our customer base. The SDR’s responsibilities include generating potential leads, soliciting potential customers, facilitating sales, and connecting customers with the right salesperson.
     
     To be a successful Sales Development Representative, you should have excellent communication, interpersonal, and customer service skills. You should also demonstrate the ability to meet deadlines and have strong analytical and mathematical skills. A passion for technology and a driven, self-motivated personality is also a must!
     
     This position will report to the SDR Manager, working to develop and close a large volume of new business opportunities.
     

    What you will do in this role

    • Serve as an inside, hunter-based, revenue-producing team member focused on finding new clients in emerging market opportunities.
    • Initiate contact with potential customers through cold-calling or responding to leads generated from marketing efforts.
    • Independently prospect, nurture, and generate leads to acquire new business by calling on company/Higher Education decision-makers.
    • Build rapport and create relationships with prospects to accurately identify needs.
    • Generate phone or virtual meetings to qualify the prospects’ needs and present our software solutions (Cadence and Harmony).
    • Move solid leads through the sales funnel, connecting them to a Sales Director, and arranging in-person meetings, emails, or phone calls.
    • Follow-up with potential customers who expressed interest but did not sign a contract.
    • Generate high levels of metric activities meeting daily, weekly, and monthly predetermined sales quotas.
    • Collaborate with Sales Directors and marketing to ensure the company's goals and targets are met.
    • Report sales activities and business pipeline weekly to our SDR Manager.

    Qualifications

    • Bachelor’s Degree preferable
    • Proficiency in technology and social media platforms
    • Experience utilizing client relationship management systems (Salesforce or HubSpot)
    • Ability to work well independently and as part of a team
    • Strong verbal, written communication, and presentation skills
    • High sense of urgency and innate sales talent
    • Hunger to prove ability, develop and grow professionally
    • Professional demeanor and impeccable integrity
    • Strong time management and analytical skills
    • Strong telephone etiquette and computer literacy skills
    • Proficiency in high-paced cold-calling both by phone and video conferencing
    • Organized, self-starter that utilizes technology to achieve their goals and increase the proliferation of the Mongoose brand nationwide
    • Possess a drive to succeed that is self-generated and an expectation to deliver results needed to achieve sales targets and quotas

    Who we are

    Mongoose is a thought leader in the higher ed industry - focused on improving the way colleges and universities communicate by publishing relevant content and sharing best practices.
     
    Our mission is to revolutionize the way higher education institutions engage, motivate, and grow individuals and communities.
     
     Our product, Cadence, is a cloud-hosted texting platform that colleges purchase to create and manage texting conversations with their constituents - including prospective and current students, alumni, donors, and families.
     
     Our product, Harmony, is an intelligent chatbot that colleges purchase to effortlessly guide website visitors to the right content, captures lead information, and routes conversations to the appropriate staff.
     
    Our values define us: www.mongooseresearch.com/values.
     

    To apply

    Please send resume and cover letter to .
     
    EEO Employer - Minorities / Females / Disabled / Veterans / Sexual Orientation / Gender Identity.
  • Software Engineer - Back End

    We’re looking for a thoughtful and team-oriented  software engineer to help build out the back-end systems that process millions of text messages each month, helping hundreds of institutions across higher ed converse with their students, applicants, and alumni.  

    The ideal candidate will be able to tackle a variety of product-focused efforts that will include work in APIs, data/message processing pipelines, databases (relational, document, key-value), and supporting our cloud-native infrastructure.

    Our technology stack is largely Microsoft-oriented and utilizes many Azure PaaS elements, but we incorporate whatever tool/platform is appropriate for the needs of our products - including services both in AWS & Google Cloud, Elasticsearch, and Redis.

    As a member of a small team, you are guaranteed to make an impact almost immediately.  Our goal is to have you shipping code the first week, with all the support you’ll need.   You’ll need to be both open-minded and willing to share your opinions - ready to learn and to share. 

     

    Qualifications and Responsibilities

    • At least 2 years of experience developing and supporting a non-trivial, client-facing .NET/C#-based application in production. 
    • Exposure to Microsoft SQL Server is preferred. 
    • An understanding of web applications, API & service design, and asynchronous messaging patterns.
    • An understanding of general cloud design concepts, with experience in at least one of the major cloud providers (Azure, AWS, Google) as it pertains to architectural patterns, security, performance, and resiliency and universities communicate
    • Interest in DevOps and a sense of ownership in not just developing the code, but also the operations concerns of monitoring performance, scalability & capacity planning and quickly addressing incidents when they arise.  You’re excited and motivated by the responsibility of owning your code in production
    • A collaborative working style that includes the rest of your team in important decisions and leads to shared understanding and ownership
    • A focus on reducing complex problems into a set of simple solutions.  We value a pragmatic approach in deciding what kind of technology and process we will apply in a given situation.  We’re more interested in providing value to our customers quickly than utilizing the new shiny thing with a display of technical prowess.  

     

    Who we are

    We are a fast-growing team on a mission to help colleges and universities improve communication with students through smart, high-quality products that personalize and improve the evolving student experience.

    Our texting platform, Cadence, and our virtual assistant chatbot, Harmony, are used by over 600 institutions to provide students with easy-to-access, personalized information - all while helping reduce the burden on university staff.

    We offer a flexible work environment that allows for both hybrid and fully remote opportunities. Our headquarters are located in Buffalo, NY but we have teammates all across the country!

    Mongoose is an equal opportunity employer that is united by our values and celebrates our unique differences. We’re building a company that’s focused not just on the bottom line, but also on the happiness of our customers and team.

    Our values define us.

     

    To Apply

    Please send a resume and cover letter to Careers@MongooseResearch.com. Include notes about projects, links to repos or whatever work you’re proud of.

    EEO Employer - Minorities / Females / Disabled / Veterans / Sexual Orientation / Gender Identity

 

 

What it's like working here.

Mongoose is growing - fast. We're committed to building a company that's focused not just on the bottom line, but also on the happiness of our customers and team.

We offer a flexible work environment that allows for both hybrid and fully remote opportunities to help set you up for success. Mongoose is an equal opportunity employer that is united by our values and celebrates our unique differences.

We're on a mission to personalize and improve the higher education experience with smart, innovative products. Come join us!

 

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Diversity & Inclusion at Mongoose

At Mongoose, we strive to foster an inclusive culture where employees of all backgrounds and abilities feel they belong.

Mongoose thrives in an environment where our team can come to work as their full selves, regardless of age, gender identity, race, sexual orientation, ability, or perspective.

Women represent over half of the Mongoose team, including our leadership team, compared to a 27% average representation across the industry. We are proud to foster an inclusive space where our LGBTQ+ employees are welcome and comfortable.

 

A Commitment to Do Better

We are dedicated to building a company that reflects the diversity of our customers and communities. We aren't the diverse company we aspire to be yet, but we will continue to hold ourselves accountable to our community.

We at Mongoose believe that a diverse team is essential for innovation and sustainability. We are continuously evaluating and improving upon our hiring strategies to access an adequate and diverse pool of applicants.

 

Our philosophy

“Client Love.” It’s a phrase that you’ll hear around the office over and over. It’s our core philosophy that is embraced by our entire team. We even have a giant poster to remind us.  Why? Because we do love our clients. We go the extra mile to support them. And we truly feel that our success is only realized when our clients learn from our insights, get extraordinary results with our products, and excel at their jobs.

This Client Love seeps into every aspect of who we are and what we do – our client communications, our support processes, our publications, our products, our people. Everything.

ClientLove_vertical-01

Where It All Began.

 

Interested?

If you think you have the right skills – and will be the right fit – to join our team, then send us a message to introduce yourself.

Apply now