Product Support Associate

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

📋 Description

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

• Oversee support channels and deliver the initial response to incoming support inquiries

• Assess incoming issues, investigate, categorize, and either resolve or reroute them swiftly

• Generate Support or Hardware Maintenance tickets in accordance with established SOPs

• Produce thoroughly documented engineering tickets and assign them to the appropriate teams

• Elevate complex issues to Customer Success, Engineering, Deployment, or Product teams

• Support deployment teams in validating hardware post-installation

• Verify device online/offline status, identify anomalies, and execute predefined first-response actions

• Monitor source trigger events and direct them as necessary

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

⛳️ Requirements

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

• Familiarity with SaaS support tools and organized ticket workflows

• Proficient written English communication skills

• Ability to clearly communicate with healthcare facility staff with varying degrees of technical understanding

• Exceptional attention to detail

• Capability to adhere to defined escalation protocols

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

• Previous experience in healthcare or senior living settings preferred

• Experience with Slack-based or similar support workflows and structured handoff processes is preferred

• Prior experience with an early-stage SaaS or healthcare technology company is advantageous

• Experience working on a shift-based or follow-the-sun support schedule, including weekend rotations preferred

• Availability for 8-hour shifts, 5 days a week

• Willingness to provide coverage every other weekend

• Genuine interest in AI, computer vision, and healthcare technology

🏝️ Benefits

• Competitive salary

• Participation in our warrant program

• Engage with cutting-edge technology in an innovative field

• A dynamic, learning-oriented work environment

• 401(k) plan

• Paid time off

• Health insurance

• Opportunities for steep learning curves and continuous skill-set development

• Hands-on environment with support and ongoing learning

• Chance to significantly impact the delivery of care