teton - Product Support Associate - Mexico
Requirements
• Comfort with SaaS support tooling and structured ticket workflows • Strong written English, with the ability to communicate clearly with healthcare facility staff at varying levels of tech literacy • High attention to detail, ability to follow defined escalation protocols, and self-directed during shifts with minimal overlap with the core US team • You're energized by working alongside an international team that moves fast and turns technology into real workflow wins with clients • Direct, transparent communicator who escalates early, brings solutions with the problem, and wants teammates who operate the same way • You thrive in rapid iteration and don't need a finished process to do great work • Genuinely curious about AI, computer vision, and how emerging technology actually lands in healthcare settings • You want to do the best work of your career at a company that's genuinely changing how care gets delivered • Healthcare or senior living familiarity- willingness to learn Teton's clinical context quickly • Experience with Slack-based or similar support workflows and structured handoff processes • Prior experience at an early-stage SaaS or healthcare technology company • Prior experience working a shift-based or follow-the-sun support schedule, including weekend rotations
Responsibilities
• First response- monitor all regional support channels and respond to inbound support messages • Ticket triage- investigate issues, categorize by type (Detection, App, Connectivity, Desktop, Hardware), and create Support or Hardware Maintenance tickets per existing SOP • Engineering escalation- create well-documented engineering tickets where required and tag the appropriate teams • Install validation- assist the deployment teams to confirm hardware is online and correctly set up post-install in coordination. • Device monitoring- check device online/offline status, flag anomalies, and take defined first-response actions • Source trigger routing- keep up with source trigger events and route them appropriately based on initial investigation • Shift length: 8 hours/day, 5 days/week • Weekend coverage: Every other weekend, with the two Support Associates alternating so one is always on for weekend coverage
Benefits
• Work with state-of-the-art technology in a pioneering field. • A vibrant, learning-focused work environment. • What It's Like Working at Teton • We're a growing team of extremely hard-working and talented people. The learning curves are steep, and expanding your skill set is not just encouraged- it's expected. It's a hands-on environment where you'll be challenged, supported, and constantly learning. • We are looking for people who believe in our long-term vision and value ownership and entrepreneurship rather than just another 9-5 job. With us you will have an opportunity to truly make an impact on the world with the outcomes of your work. So, if you are looking for a ride and not just a job – jump on board 😊
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