Support Lead

Backed by leading Silicon Valley investors, Peregrine helps public safety organizations, state and local and governments, federal agencies , and private-sector institutions address society’s challenges with unprecedented speed and accuracy.

Our AI-enabled platform turns siloed and disconnected data into operational intelligence — instantly surfacing mission‑critical information to empower better, faster decisions that improve outcomes at every touchpoint.

Today Peregrine supports hundreds of customers across 30+ states and two countries, serving more than 125 million people — and we’re amplifying our impact as we expand into the enterprise and internationally.

This is our first dedicated Support hire. You will own the front line of customer support and build the function from the ground up: the playbooks, the knowledge base, the automations, and the escalation standards that let Support scale past any one person. You are the through‑line across tickets over time, the owner who makes sure priority issues do not get dropped in a handoff, and the person who turns what the support queue knows into intelligence for Product, Deployment Strategy, and Customer Advocacy.

You will work async first, across a customer base that ranges from technical crime analysts to patrol officers. You will ensure the platform is supporting those who serve.

• Own Tier 1 resolution. Field the majority of inbound tickets (how‑tos, account questions, feature requests, product feedback, common workflows) without escalation, holding first response and resolution to a high standard so customers get answers fast
• Deliver clean escalations. Escalate only when an issue is genuinely blocked and technical, and route it to the right team (Deployment Strategy, Customer Advocacy, Product/Engineering) on the first try, with a complete package: customer report, reproduction steps attempted, a hypothesis on where the issue lives, and relevant platform links. Protect the time of the people you escape to.
• Turn support into intelligence. Spot recurring issues, confusion points, and feature gaps across the queue, and synthesize the patterns into a regular write‑up for Product, Deployment Strategy, and Customer Advocacy, advocating for the fixes that would cut ticket volume or improve the customer experience
• Build infrastructure that scales beyond you. Expand our knowledge base with internal guides, FAQs, and troubleshooting flows, identify where customer‑facing self‑service is worth building, and implement macros, automations, and AI tooling that improve efficiency without sacrificing quality
• Lay the foundation for a team. Document the processes, playbooks, and quality standards a new hire could follow to support future onboardings

Customers get fast, reliable answers: first response and resolution times beat industry benchmarks, and the majority of Tier1 tickets resolve without escalation, with satisfaction holding at 95% or higher

Deployment Strategists and Customer Advocates spend their time on core work instead of the support queue, trusting that every ticket is owned end to end

Escalations reach Product, Engineering, Deployment Strategy, and Customer Advocacy clean enough to confirm and fix without re‑diagnosing

The bi‑weekly support write‑up is a trusted input to the product roadmap and to customer‑health conversations

The knowledge base and automations deflect a growing share of Tier1 volume, so support scales without one‑to‑one headcount growth

Learns fast, builds faster. You develop platform fluency and operational independence quickly. You treat ambiguity as an invitation to figure things out, and you bias toward building systems, not just clearing queues. Writes with clarity and…