{"id":3632023,"url":"https://alion.io/job/teton-product-support-associate-mexico","title":"Product Support Associate - Mexico","company":{"id":55372,"name":"Teton","domain":"teton.ai","url":"https://alion.io/company/teton","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":40,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["MX"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Computer Vision","optional":false},{"name":"Digital Twin","optional":false},{"name":"Multimodal AI","optional":false},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-11-02T19:42:36Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-10T07:23:16Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Product Support Associate (Tier 1 Support)\nLocation: Mexico (remote)\nCompensation Range: 15-25K USD\nAbout Teton\nTeton 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.\nThe Role\nAs 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.\nWe'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.\nYou'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.\nThis 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.\nKey Responsibilities\nIn this role you will lead and oversee:\nFirst response- monitor all regional support channels and respond to inbound support messages\nTicket triage- investigate issues, categorize by type (Detection, App, Connectivity, Desktop, Hardware), and create Support or Hardware Maintenance tickets per existing SOP\nEngineering escalation- create well-documented engineering tickets where required and tag the appropriate teams\nInstall validation- assist the deployment teams to confirm hardware is online and correctly set up post-install in coordination.\nDevice monitoring- check device online/offline status, flag anomalies, and take defined first-response actions\nSource trigger routing- keep up with source trigger events and route them appropriately based on initial investigation\nSchedule\nShift length: 8 hours/day, 5 days/week\nWeekend coverage: Every other weekend, with the two Support Associates alternating so one is always on for weekend coverage\nWhat We're Looking For\nMinimum Qualifications: 1-2 years of experience in a Tier 1 IT help desk or technical support role\nComfort with SaaS support tooling and structured ticket workflows\nStrong written English, with the ability to communicate clearly with healthcare facility staff at varying levels of tech literacy\nHigh attention to detail, ability to follow defined escalation protocols, and self-directed during shifts with minimal overlap with the core US team\nMindset:\nYou're energized by working alongside an international team that moves fast and turns technology into real workflow wins with clients\nDirect, transparent communicator who escalates early, brings solutions with the problem, and wants teammates who operate the same way\nYou thrive in rapid iteration and don't need a finished process to do great work\nGenuinely curious about AI, computer vision, and how emerging technology actually lands in healthcare settings\nYou want to do the best work of your career at a company that's genuinely changing how care gets delivered\nPreferred Qualifications:\nHealthcare or senior living familiarity- willingness to learn Teton's clinical context quickly\nExperience with Slack-based or similar support workflows and structured handoff processes\nPrior experience at an early-stage SaaS or healthcare technology company\nPrior experience working a shift-based or follow-the-sun support schedule, including weekend rotations\nWhat We Offer:\nCompetitive Salary\nWork with state-of-the-art technology in a pioneering field.\nA vibrant, learning-focused work environment.\nWhat It's Like Working at Teton\nWe'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.\nWe 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","description_format":"text","description_chars":4742,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Computer Vision","Medical AI","Patient Monitoring"],"lifecycle":[{"event":"open","at":"2026-11-02T20:31:38Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":7,"expected_fill_days":40,"reasons":["conf:5","velocity","win:early","comp:junior"],"computed_at":"2026-11-10T06:52:35Z"},"pay":null,"html_url":"https://alion.io/job/teton-product-support-associate-mexico","json_url":"https://alion.io/job/teton-product-support-associate-mexico.json","meta":{"generated_at":"2026-11-10T10:34:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24625,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":55372},"rest":"https://alion.io/mcp/rest/get_company?id=55372"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fteton-product-support-associate-mexico"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fteton-product-support-associate-mexico"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fteton-product-support-associate-mexico"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/teton-product-support-associate-mexico\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fteton-product-support-associate-mexico"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3632023}},{"tool":"search_jobs","arguments":{"company":"teton.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3632023},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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