Product Support Associate

About Teton

Teton is revolutionizing healthcare by creating a foundational data platform at the point of care. Utilizing real-time, multimodal AI, they develop a digital twin of patients and their care environments. Their proprietary computer vision technology automates documentation, improves resident acuity management, and optimizes facility-wide workflows, delivering actionable real-time data insights that empower healthcare professionals to make better decisions and enhance care quality.

Role Overview

As a Product Support Associate at Teton, you will act as the frontline Tier 1 support for the Customer Success team. Your main responsibilities involve monitoring support channels, quickly assessing and resolving issues, and escalating more complex problems to the appropriate internal teams. This position is vital to maintaining seamless customer service by minimizing operational disruptions and allowing Customer Success to focus on client relationships and outcomes.

Key Responsibilities

• Provide first response support by monitoring and managing all regional support communication channels.
• Perform thorough ticket triage: investigate issues, categorize them (Detection, App, Connectivity, Desktop, Hardware), and generate support or hardware maintenance tickets as per SOPs.
• Create detailed and well-documented engineering tickets when necessary, tagging relevant teams for follow-up.
• Coordinate with deployment teams to validate hardware installations, ensuring devices are set up correctly and online.
• Monitor device statuses, identify anomalies, and execute standard first-response protocols.
• Track and route source trigger events appropriately based on initial assessments.

Work Schedule

The role requires an 8-hour workday, 5 days per week, covering UK morning/US overnight and UK evening/US daytime shifts. Support Associates alternate weekend shifts to ensure continuous weekend coverage.

Candidate Profile

Minimum qualifications:

• 1–2 years of experience in Tier 1 IT help desk or technical support roles.
• Familiarity with SaaS support tools and structured ticketing systems.
• Strong written communication skills in English with the ability to effectively engage healthcare facility personnel of varying technical backgrounds.
• High attention to detail and adherence to escalation procedures with the ability to work independently during shifts.

Desired attributes:

• Motivated by working in a fast-paced, international team transforming healthcare technology into real-world applications.
• Clear and direct communicator who escalates early and proposes solutions.
• Comfortable working in an evolving environment without established processes.
• Curious about AI, computer vision, and their practical impact in healthcare settings.
• Aspirations to contribute meaningfully at a company reshaping healthcare delivery.

Preferred qualifications:

• Basic knowledge or willingness to learn clinical contexts relevant to healthcare or senior living environments.
• Experience using Slack or similar collaboration platforms for support workflows and handoffs.
• Prior employment at early-stage SaaS or healthcare tech firms.
• Experience working in shift-based or follow-the-sun support models, including alternating weekends.

Compensation and Benefits

• Competitive salary coupled with participation in a warrant program.
• Opportunity to work with cutting-edge technology in a pioneering healthcare domain.
• Dynamic and educational workplace culture.
• 401(k) retirement plan, health insurance, and paid time off.

Working Environment

Teton fosters a hardworking, talented, and continuously learning team environment. The role offers steep learning opportunities and encourages ownership and entrepreneurial thinking. This is more than just a typical job; it's a chance to contribute significantly to transforming healthcare services worldwide.