Product Support Associate (Tier 1 Support)

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 quickly so the Customer Success team can focus 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, ensuring round-the-clock support between the two roles and the US team.

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

This is a foundational role in a growing Support function—you'll help build on the playbooks as much as follow them, with 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 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.

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.

Preferred Qualifications:

• 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.

What We Offer

Competitive Salary and participation in our warrant program.

Work with state-of-the-art technology in a pioneering field.

A vibrant, learning-focused work environment.

401(k) plan, paid time off, health insurance.