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About the Role

This is the first dedicated Support hire, responsible for building the customer support function from the ground up, including playbooks, knowledge base, automations, and escalation standards. The role involves owning the front line of customer support, ensuring priority issues are not dropped, and transforming support queue insights into actionable intelligence for Product, Deployment Strategy, and Customer Advocacy.

Responsibilities

• Own Tier 1 resolution, handling the majority of inbound tickets (how-tos, account questions, feature requests, product feedback, common workflows) without escalation.
• Deliver clean escalations by escalating only when an issue is genuinely blocked and technical, routing it to the correct team with a complete package of customer report, reproduction steps, hypothesis, and relevant links.
• Turn support into intelligence by spotting recurring issues, confusion points, and feature gaps, and synthesizing patterns into regular write-ups for Product, Deployment Strategy, and Customer Advocacy.
• Build infrastructure that scales beyond one person by expanding the knowledge base, identifying opportunities for customer-facing self-service, and implementing macros, automations, and AI tooling.
• Lay the foundation for a team by documenting processes, playbooks, and quality standards for future hires.

Requirements

• 2+ years in customer support, customer success, technical support, or a comparable customer-facing role, ideally for a technical SaaS product.
• Comfort with ticketing and support tooling.
• Familiarity with data and workflow concepts behind a complex platform.
• Experience standing up or restructuring a support function, including knowledge-base and automation work (a plus).
• Exposure to govtech, public safety, or other high-stakes, regulated customer environments.

Skills

• Customer support
• Customer success
• Technical support
• SaaS product support
• Ticketing and support tooling
• Data and workflow concepts
• Knowledge base development
• Automation implementation
• Govtech
• Public safety
• Written communication
• Problem-solving
• Pattern recognition
• Root cause analysis
• System building

Work Type

• Async first communication

Experience Level

• 2+ years

Salary/Compensations

• $90,000 - $140,000 Annually

Benefits

• Benefits
• Equity (if applicable)
• Bonus (if applicable)

About the Company

• Peregrine helps public safety organizations, state and local 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, empowering better, faster decisions.
• Peregrine supports hundreds of customers across 30+ states and two countries, serving more than 125 million people.
• The company is expanding into the enterprise and internationally.

Equal Opportunity

• Peregrine Technologies is committed to creating an inclusive environment for all employees.
• We celebrate diversity and are a proud equal opportunity employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.