Support Lead: Build & Scale Frontline Support

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

Benefits offered by this job

Equity (if applicable)

Bonus (if applicable)

Benefits

Job summary

Peregrine Technologies is hiring its first dedicated Support hire in San Francisco. You will own the front line of customer support, create playbooks, knowledge bases, and automations, and establish escalation standards to scale beyond one person.

You will work async first across a diverse customer base including technical crime analysts and patrol officers, ensuring the platform supports those who serve.

Qualifications

• 2+ years in customer support, customer success, or equivalent
• Experience standing up or restructuring a support function preferred
• Exposure to govtech, public safety, or high-stakes regulated environments a plus

Responsibilities

• Own Tier 1 resolution for inbound tickets with fast first response
• Escalate only when truly blocked, with complete reproduction steps and context
• Turn support data into intelligence for Product and Advocacy
• Build scalable knowledge base, FAQs, and automation workflows
• Lay the foundation for a future support team onboarding

Skills

Customer support

SaaS products

Ticketing systems

Documentation

Tools

Knowledge base tooling

Job description

Peregrine Technologies is hiring its first dedicated Support hire in San Francisco. You will own the front line of customer support, create playbooks, knowledge bases, and automations, and establish escalation standards to scale beyond one person.

You will work async first across a diverse customer base including technical crime analysts and patrol officers, ensuring the platform supports those who serve.