Support Lead

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 escalate 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