Support Lead: Build Scalable, Insight-Driven Support

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

Benefits offered by this job

Benefits

Equity (if applicable)

Bonus (if applicable)

Job summary

Peregrine Technologies is seeking the first dedicated Support hire to own the front line and build the function from the ground up. You will create playbooks, knowledge bases, automations, and escalation standards to scale support beyond one person.

The role is async-first across a diverse customer base, including technical crime analysts and patrol officers, ensuring the platform supports those who serve. You will own Tier 1 resolution, craft complete escalations, convert queue patterns into

Qualifications

• 2+ years in customer support, customer success, or comparable role.
• Experience standing up or restructuring a support function; KB and automation work is a plus.
• Exposure to govtech, public safety, or high-stakes regulated environments.

Responsibilities

• Own Tier 1 resolution and field the majority of inbound tickets without escalation.
• Deliver clean escalations with complete context to the right team on first try.
• Turn support data into insights for product, deployment strategy, and customer advocacy.
• Build scalable knowledge base, FAQs, and automations while preserving quality.
• Lay the foundation for a scalable team with documented processes for onboarding.

Skills

Customer support

Clear communication

Problem solving

Empathy

Tools

Ticketing systems

Automation tooling

Job description

Peregrine Technologies is seeking the first dedicated Support hire to own the front line and build the function from the ground up. You will create playbooks, knowledge bases, automations, and escalation standards to scale support beyond one person.

The role is async-first across a diverse customer base, including technical crime analysts and patrol officers, ensuring the platform supports those who serve. You will own Tier 1 resolution, craft complete escalations, convert queue patterns into