Support Operations Lead

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

Job summary

Peregrine Technologies in San Francisco is building the front line of customer support for a fast-growing, AI-enabled platform serving public safety and government customers. This is our first dedicated Support hire, responsible for playbooks, knowledge base, automations, and escalation standards to scale the function.

You will handle Tier 1 tickets, craft clean escalations, convert support patterns into product insight, and build scalable infrastructure.

Qualifications

• At least 2+ years in customer-facing roles for a technical SaaS product.
• Experience building or restructuring a support function (KB, automation).
• Exposure to high-stakes, regulated environments is a plus.

Responsibilities

• Own Tier 1 resolution and field the majority of inbound tickets with fast first response.
• Deliver clean escalations by routing issues to the correct team with complete context.
• Turn support data into intelligence for product, deployment strategy, and advocacy.
• Build scalable knowledge base, macros, and self-service flows that improve efficiency.
• Document processes to enable future onboardings and smooth handoffs.

Skills

Customer support

SaaS experience

Written communication

Problem solving

Empathy

Ownership

Tools

Ticketing system

Knowledge base

Automation tooling

Job description

Peregrine Technologies in San Francisco is building the front line of customer support for a fast-growing, AI-enabled platform serving public safety and government customers. This is our first dedicated Support hire, responsible for playbooks, knowledge base, automations, and escalation standards to scale the function.

You will handle Tier 1 tickets, craft clean escalations, convert support patterns into product insight, and build scalable infrastructure.