Product Support Associate - Mexico

Product Support Associate (Tier 1 Support)

Location: Mexico (remote)

Compensation Range: 15-25K USD

About the company

The company 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 the company'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 the company'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 the company

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 😊