At a Glance
- Tasks: Provide Tier 1 support, triage issues, and assist with client relationships.
- Company: Join Teton, a pioneering tech company transforming healthcare with AI.
- Benefits: Competitive salary, health insurance, paid time off, and a vibrant work environment.
- Other info: Dynamic learning environment with opportunities for growth and ownership.
- Why this job: Be part of a team making a real impact in healthcare technology.
- Qualifications: 1-2 years in IT support, strong communication skills, and a passion for tech.
The predicted salary is between 40500 - 49500 £ per year.
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. 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
- 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 + UK evening/US daytime. 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.
Product Support Associate employer: Doist
Brink's is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to drive global commercial strategies in the ATM lifecycle solutions sector. With a strong focus on professional development and growth opportunities, employees are encouraged to expand their skills while contributing to sustainable growth and operational excellence. Located in a dynamic environment, Brink's offers unique advantages such as a diverse team and the chance to build long-term partnerships with global customers, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Doist. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Doist before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product Support Associate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Doist:Your cover letter is your chance to shine! Tell us why you want to work at Doist specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Doist!
How to prepare for a job interview at Doist
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
