Description review
Product Support Associate - Mexico
Teton · Mexico · back to the listing
HR standards
76/100
solid
Title ↔ description
88/100
strong
Reads as
Customer Support
100% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
Large employers
- Analista de Customer Service, Delivery Station Customer Support Amazon.com
- Bilingual Technical Customer Support, Ring, Ring Amazon.com
- Happiness Engineer – Customer Support & Success Automattic
- Support Engineer, WordPress VIP Automattic
- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
- Customer Service Manager Cityfurnish
- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
- Customer Support Engineer (Product / Technical Support) Cogram
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
Product Support Associate (Tier 1 Support)
Location: Mexico (remote)
Compensation Range: 15-25K USD
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
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
Work with state-of-the-art technology in a pioneering field.
A vibrant, learning-focused work environment.
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 😊
Originally posted on Himalayas
Location: Mexico (remote)
Compensation Range: 15-25K USD
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
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
Work with state-of-the-art technology in a pioneering field.
A vibrant, learning-focused work environment.
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 😊
Originally posted on Himalayas