Global Tier-1 Product Support Specialist

Teton.ai; Denmark; Remote; DKK 270,000 - 412,000; Full time

Benefits offered by this job

401(k) program

Paid time off

Health insurance

Warrant program

Job summary

Teton is hiring a Product Support Associate (Tier 1) to be the frontline for customer success across support channels. You will triage, respond quickly, and route complex issues to CS, Engineering, Deployment, or Product, helping to scale the support function as the team grows.

The role emphasizes building playbooks, working from SOPs, and owning first responses while contributing to ongoing process improvements within a fast-moving, AI-enabled healthcare tech environment.

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.

Responsibilities

• First response—monitor all regional support channels and respond to inbound support messages.
• Ticket triage—investigate issues, categorize by type, and create tickets per SOP.
• Engineering escalation—create well-documented engineering tickets and tag the appropriate teams.
• Install validation—assist deployment teams to confirm hardware is online and correctly set up post-install.
• Device monitoring—check device online/offline status and flag anomalies.
• Source trigger routing—route events based on initial investigation.

Skills

Tier 1 IT support

SaaS support tooling

English communication

Attention to detail

Self-direction

Tools

Slack

Job description

Teton is hiring a Product Support Associate (Tier 1) to be the frontline for customer success across support channels. You will triage, respond quickly, and route complex issues to CS, Engineering, Deployment, or Product, helping to scale the support function as the team grows.

The role emphasizes building playbooks, working from SOPs, and owning first responses while contributing to ongoing process improvements within a fast-moving, AI-enabled healthcare tech environment.