Product Support Associate

🔥 1 minute ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

✨ Product Support

🚫👨‍🎓 No degree required

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Teton

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🤖 Artificial Intelligence

🔧 Hardware

💰 $20M Series A - Teton on 2025-09

Healthcare • Artificial Intelligence • Hardware

Teton is an AI-driven healthcare technology company that provides anonymized computer-vision sensors and a software platform to monitor residents and patients in senior living and hospital settings. Its system (including the Samwise AI agent) produces live, room-level data and predictive analytics to guide frontline care, reduce falls, improve response times, enable activity-based billing, and give leaders portfolio-level insights. Teton emphasizes privacy-by-design (no wearables), integrates into existing workflows, and offers real-time alerts, dashboards, and exportable data. Founded in 2020, the company reports ~80 employees and $26M raised.

📋 Description

• Serve as the front line of Tier 1 support for the Customer Success organization • Monitor all regional support channels and respond to inbound support messages • Investigate, categorize, and resolve straightforward support issues using defined SOPs • Escalate complex issues to Customer Success, Engineering, Deployment, or Product with clear, well-documented context • Create Support or Hardware Maintenance tickets according to existing SOPs • Create well-documented engineering tickets and tag appropriate teams • Assist deployment teams with post-install hardware validation • Confirm hardware is online and correctly set up after installation • Check device online/offline status and flag anomalies • Take defined first-response actions for device issues • Monitor source trigger events and route them appropriately based on initial investigation • Help build and improve support playbooks as the support function scales

🎯 Requirements

• 1–2 years of experience in a Tier 1 IT help desk or technical support role • Comfort with SaaS support tooling and structured ticket workflows • Strong written English • Ability to communicate clearly with healthcare facility staff at varying levels of tech literacy • High attention to detail • Ability to follow defined escalation protocols • Ability to work self-directed during shifts with minimal overlap with the core US team • Healthcare or senior living familiarity preferred • Experience with Slack-based or similar support workflows and structured handoff processes preferred • Prior experience at an early-stage SaaS or healthcare technology company preferred • Prior experience working a shift-based or follow-the-sun support schedule, including weekend rotations preferred • Willingness to learn Teton's clinical context quickly • Ability to work 8 hours per day, 5 days per week, with every-other-weekend coverage

🏖️ Benefits

• Competitive salary • Work with state-of-the-art technology in a pioneering field • A vibrant, learning-focused work environment • Hands-on environment with ongoing challenge, support, and continuous learning • Opportunity to make an impact on healthcare delivery • Ownership and entrepreneurship-oriented work environment

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