Product Support Associate

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

📋 Description

• Oversee all regional support channels and address incoming support inquiries.

• Deliver initial responses across support platforms.

• Investigate and assess incoming issues.

• Classify issues into categories: Detection, App, Connectivity, Desktop, or Hardware.

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

• Develop thoroughly documented engineering tickets and assign them to the relevant teams.

• Resolve straightforward concerns and escalate more complex issues to Customer Success, Engineering, Deployment, or Product teams.

• Support deployment teams with post-install hardware validation and ensure that devices are online and properly configured.

• Monitor device connectivity status, report irregularities, and execute defined first-response actions.

• Track originating trigger events and direct them appropriately based on preliminary investigations.

• Contribute to the development and enhancement of support playbooks as the 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 structured ticketing processes.

• Proficient written English skills.

• Ability to communicate effectively with healthcare facility personnel at various levels of technical understanding.

• Exceptional attention to detail.

• Capacity to adhere to established escalation procedures.

• Self-motivated during shifts with minimal overlap with the core US team.

• Preferred familiarity with healthcare or senior living environments.

• Willingness to quickly grasp Teton's clinical context.

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

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

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

• Availability for an 8-hour/day, 5-day/week schedule covering UK mornings/US overnight.

• Availability for every other weekend coverage.

• Strong proficiency in written English.

🏝️ Benefits

• Competitive salary along with participation in our warrant program.

• Opportunity to work with cutting-edge technology in a groundbreaking field.

• A dynamic, learning-centered work atmosphere.

• 401(k) plan.

• Paid time off.

• Health insurance.

• Significant learning opportunities and continuous skill development.

• Hands-on environment with support and ongoing educational resources.

• Chance to make a meaningful impact on healthcare delivery.