Support Lead
$90,000–$140,000 year
On-siteSan Francisco, California, United States
Job Summary
Own Tier 1 resolution by fielding inbound tickets on how-tos, account questions, and feature requests without escalation. Deliver clean escalations to Deployment Strategy, Customer Advocacy, and Product with complete packages including customer reports and reproduction steps. Turn support into intelligence by spotting recurring issues and synthesizing patterns into regular write-ups for Product and Customer Advocacy. Build infrastructure that scales by expanding the knowledge base, implementing macros, automations, and AI tooling. Lay the foundation for a team by documenting processes, playbooks, and quality standards for future onboardings. Work async first across a customer base ranging from technical crime analysts to patrol officers.
Required Qualifications
- 2+ years in customer support, customer success, technical support, or a comparable customer-facing role
- Experience standing up or restructuring a support function, including knowledge-base and automation work
- Comfort with ticketing and support tooling and with the data and workflow concepts behind a complex platform
- Exposure to govtech, public safety, or other high-stakes, regulated customer environments
Desired Qualifications
- Experience standing up or restructuring a support function, including knowledge-base and automation work (a plus)
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