Product Support Associate

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Act as the primary point of contact for Tier 1 support within the Customer Success organization.

• Oversee all regional support channels and respond to incoming support inquiries.

• Analyze, classify, and resolve basic support issues following established SOPs.

• Elevate complex concerns to Customer Success, Engineering, Deployment, or Product with clear and well-documented context.

• Generate Support or Hardware Maintenance tickets in accordance with existing SOPs.

• Prepare detailed engineering tickets and tag the relevant teams.

• Support deployment teams in validating hardware post-installation.

• Verify that hardware is operational and properly configured after installation.

• Monitor device online/offline status and report any irregularities.

• Execute defined first-response actions for device-related issues.

• Track source trigger events and direct them appropriately based on initial assessment.

• Contribute to the development and enhancement of support playbooks as the support function evolves.

⛳️ Requirements

• 1–2 years of experience in a Tier 1 IT help desk or technical support position.

• Familiarity with SaaS support tools and structured ticketing workflows.

• Proficient written English skills.

• Ability to communicate effectively with healthcare facility staff with varying levels of technical proficiency.

• Keen attention to detail.

• Capability to adhere to established escalation protocols.

• Ability to work independently during shifts with minimal overlap with the core US team.

• Familiarity with healthcare or senior living preferred.

• Experience with Slack-based or similar support processes and structured handoff practices preferred.

• Previous experience at an early-stage SaaS or healthcare technology organization preferred.

• Prior experience working in a shift-based or follow-the-sun support schedule, including weekend rotations preferred.

• Willingness to quickly acquire knowledge of Teton's clinical context.

• Ability to work 8 hours a day, 5 days a week, with coverage every other weekend.

🏝️ Benefits

• Competitive salary.

• Opportunity to work with cutting-edge technology in an innovative field.

• A dynamic, learning-oriented work environment.

• A hands-on atmosphere with continuous challenges, support, and opportunities for growth.

• Chance to significantly influence healthcare delivery.

• An ownership-driven, entrepreneurial work culture.