Product Support Associate (Tier 1 Support)

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Product Support Associate

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PRODUCT SUPPORT ASSOCIATE (TIER 1 SUPPORT) — 2 OPENINGS

Preferred locations: Philippines (or similar UTC+8 region) + Central America (UTC-6)

ABOUT TETON

Teton is building the foundational data layer for the point of care, using real-time, multimodal AI to generate a digital twin of the patient and care environment. Our proprietary computer-vision system enables staff to automate documentation, proactively manage resident acuity, and streamline workflows across entire facilities. Our platform delivers unprecedented access to real-time data insights, empowering healthcare providers with actionable intelligence to enhance decision-making and elevate care delivery.

THE ROLE

As Teton's Product Support Associate, you'll serve as the front line of Tier 1 support for our Customer Success organization- monitoring support channels, triaging incoming issues, and resolving or routing them fast so CS can stay focused on client relationships and outcomes rather than operational firefighting.

We're hiring Product Support Associates, each based in a time zone that complements US coverage hours, so that between the two roles and the US team, support is covered around the clock.

You'll own first response across support channels, working from defined SOPs to investigate, categorize, and resolve straightforward issues, and to escalate complex ones to the right team (CS, Engineering, Deployment, or Product) with clear, well-documented context.

This is a foundational role on a growing Support function- you'll help build on the playbooks as much as follow it, and there's a clear path to more ownership as the team scales into Phase 2.

KEY RESPONSIBILITIES

In this role you will lead and oversee:

\* 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

SCHEDULE

Shift length: 8 hours/day, 5 days/week covering UK morning/US overnight + UK evening/US daytime

Weekend coverage: Every other weekend, with the two Support Associates alternating so one is always on for weekend coverage

WHAT WE'RE LOOKING FOR

\* Minimum Qualifications: 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, 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

Mindset:

\* 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