Support Lead: Build a Scalable, First-Response Engine

Doist; San Francisco (CA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Benefits

Equity

Bonus potential

Job summary

Peregrine Technologies is seeking a proactive Support lead to build the front line of customer support and scale the function from the ground up. You will own Tier 1 resolutions, craft playbooks, knowledge bases, and automations, and ensure escalations are handled efficiently across Deployment Strategy, Customer Advocacy, and Product/Engineering.

You will work async first with a diverse customer base including technical crime analysts and patrol officers, turning support data into actionable

Qualifications

• 2+ years in customer support, customer success, technical support, or a comparable customer-facing role for a technical SaaS product.
• Comfort with ticketing and support tooling and with the data/workflow concepts behind a complex platform.
• Experience standing up or restructuring a support function, including knowledge-base and automation work (a plus).
• Exposure to govtech, public safety, or other high-stakes, regulated customer environments.

Responsibilities

• Own Tier 1 resolution. Field the majority of inbound tickets with first-response and resolution.
• Deliver clean escalations. Route issues to the right team with complete context.
• Turn support into intelligence by identifying patterns and writing up insights for product and customer advocacy.
• Build scalable infrastructure: expand the knowledge base, automation, and self-service capabilities.
• Lay the foundation for a team by documenting processes for future onboarding.

Skills

Customer support

SaaS

Technical support

Ticketing systems

Public safety

Job description

Peregrine Technologies is seeking a proactive Support lead to build the front line of customer support and scale the function from the ground up. You will own Tier 1 resolutions, craft playbooks, knowledge bases, and automations, and ensure escalations are handled efficiently across Deployment Strategy, Customer Advocacy, and Product/Engineering.

You will work async first with a diverse customer base including technical crime analysts and patrol officers, turning support data into actionable