Product Support Associate - Mexico

The role

You will serve as the front line of Tier 1 support by monitoring support channels and triaging incoming issues. You will investigate, categorize, and resolve straightforward issues or escalate complex ones to the appropriate teams.

What you will do

• Monitor all regional support channels and respond to inbound support messages
• Investigate issues, categorize by type, and create Support or Hardware Maintenance tickets
• Create well-documented engineering tickets and tag the appropriate teams
• Assist deployment teams to confirm hardware is online and correctly set up post-install
• Check device online/offline status, flag anomalies, and take defined first-response actions
• Keep up with source trigger events and route them appropriately

Required 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
• High attention to detail
• Ability to follow defined escalation protocols
• Self-directed during shifts with minimal overlap with the core US team

Nice to have

• Healthcare or senior living familiarity
• 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

Benefits

• Competitive Salary
• Work with state-of-the-art technology in a pioneering field
• A vibrant, learning-focused work environment

About the company

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. The company uses a proprietary computer-vision system to automate documentation and streamline workflows across healthcare facilities.