Product Support Associate
New
T
TetonHealthcare technology
Mexico (remote), Based in a time zone that complements US coverage hoursFull-TimeEntry
Salary15,000 - 25,000 USD per year
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Job Details
- Languages
- Strong written English
- Experience
- 1–2 years of experience in a Tier 1 IT help desk or technical support role
- Required Skills
- SlackTechnical support
Requirements
- Have 1–2 years of experience in a Tier 1 IT help desk or technical support role.
- Be comfortable with SaaS support tooling and structured ticket workflows.
- Have strong written English and communicate clearly with healthcare facility staff with varying levels of technical literacy.
- Demonstrate high attention to detail and follow defined escalation protocols.
- Work self-directed during shifts with minimal overlap with the core US team.
- Work an 8-hour shift, 5 days per week, including every-other-weekend coverage on an alternating rotation.
- Healthcare or senior living familiarity is preferred.
- Experience with Slack-based or similar support workflows and structured handoffs is preferred.
- Prior experience at an early-stage SaaS or healthcare technology company is preferred.
- Experience with shift-based or follow-the-sun support schedules, including weekend rotations, is preferred.
Responsibilities
- Monitor regional support channels and respond to inbound support messages.
- Investigate and categorize issues, then create Support or Hardware Maintenance tickets according to existing SOPs.
- Create well-documented engineering tickets and tag the appropriate teams.
- Assist deployment teams in confirming hardware is online and correctly set up after installation.
- Check device online/offline status, flag anomalies, and take defined first-response actions.
- Investigate source trigger events and route them appropriately.
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