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Peregrine Technologies is seeking its first dedicated Support Lead to build and own the customer support function from the ground up. This is a foundational role at a venture-backed company serving public safety organizations, state and local governments, federal agencies, and private-sector institutions with an AI-enabled platform that transforms siloed data into operational intelligence.
You will own the front line of customer support and establish the playbooks, knowledge base, automations, and escalation standards that enable the function to scale. Your responsibilities include:
• Owning Tier 1 resolution: field the majority of inbound tickets (how-tos, account questions, feature requests, product feedback) without escalation, maintaining high first-response and resolution standards.
• Delivering clean escalations: escalate only genuinely blocked technical issues to the right team (Deployment Strategy, Customer Advocacy, Product/Engineering) with complete context—customer report, reproduction steps, hypothesis, and platform links—protecting downstream team time.
• Turning support into intelligence: spot recurring issues, confusion points, and feature gaps across the queue, synthesizing patterns into regular write-ups for Product, Deployment Strategy, and Customer Advocacy to inform roadmap decisions and improve customer experience.
• Building scalable infrastructure: expand the knowledge base with internal guides, FAQs, and troubleshooting flows; identify where customer-facing self-service is worth building; implement macros, automations, and AI tooling to improve efficiency without sacrificing quality.
• Laying the foundation for team growth: document processes, playbooks, and quality standards that enable future hires to support onboarding and scaling.
Success means customers receive fast, reliable answers with first-response and resolution times beating industry benchmarks; the majority of Tier 1 tickets resolve without escalation with 95%+ satisfaction; downstream teams trust that every ticket is owned end-to-end; the bi-weekly support write-up informs product roadmap and customer-health conversations; and the knowledge base and automations deflect growing Tier 1 volume without proportional headcount growth.
You work async-first across a diverse customer base ranging from technical crime analysts to patrol officers. You are entrepreneurial, meticulous, and deeply service-oriented—you learn fast, write with clarity and warmth, see patterns across tickets, and own problems across the business with minimal prompting.
