产品支持专员 - 中美洲
Product Support Associate - Central America
Product Support Associate（一级支持）
地点：中美洲（UTC-6）
关于Teton
Teton正在构建护理点的基础数据层，利用实时多模态AI生成患者和护理环境的数字孪生体。我们专有的计算机视觉系统使工作人员能够自动化文档记录，主动管理居民病情严重程度，并在整个设施中优化工作流程。我们的平台提供前所未有的实时数据洞察力，使医疗保健提供者获得可操作的智能，以提高决策能力并提升护理质量。
职位描述
作为Teton的产品支持专员，您将是客户成功团队的一级支持前线——监控支持渠道，对新问题进行分类，并快速解决或转交，以便客户成功团队可以专注于客户关系和成果，而不是日常应急处理。
我们正在招聘产品支持专员，每位员工位于一个与美国工作时间互补的时区，这样在两个职位和美国团队之间，可以实现全天候的支持。
您将负责所有支持渠道的第一响应，根据既定的标准操作流程进行调查、分类和解决简单问题，并将复杂问题转交给正确的团队（客户成功、工程、部署或产品），并附上清晰且详细的上下文信息。
这是支持职能中的基础职位——您将既遵循流程，也参与制定流程，随着团队进入第二阶段的发展，您将有明确的路径获得更多的责任。
主要职责
在此职位中，您将负责并监督：
第一响应——监控所有区域支持渠道并回应入站支持消息
工单分类——调查问题，按类型（检测、应用、连接性、桌面、硬件）进行分类，并根据现有SOP创建支持或硬件维护工单
工程升级——在需要时创建详细记录的工程工单并标记相应的团队
安装验证——协助部署团队确认硬件在安装后已上线并正确配置
设备监控——检查设备在线/离线状态，标记异常，并采取定义的第一响应措施
来源触发路由——跟踪来源触发事件，并根据初步调查适当路由
排班
班次时长：每天8小时，每周5天，覆盖英国上午/美国夜间
查看英文原文
Product Support Associate (Tier 1 Support)
Location: 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
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.
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 😊