Product Support Manager

ABOUT HALTER

At Halter, we’re on a mission to enable farmers and graziers to run the most productive and sustainable operations. Our customers are using Halter to break free from the time-intensive constraints of conventional practices. Imagine watching 500 cattle stand up and walk calmly towards their next break? No quad bikes, no dogs, no fences. Just a group of cattle walking at their own pace. People say it looks like magic. Our customers are revolutionizing grazing with Halter. It's changing lives and transforming an industry. People join Halter to do meaningful work. By joining us you’ll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think, out-work and out-care. We’re committed to delivering real change in the world - this isn’t easy, and in truth, we love that it’s hard.

We’re backed to deliver on a mission that matters by Tier 1 investors including Founders Fund https://foundersfund.com, Bessemer Venture Partners https://www.bvp.com/, BOND, https://www.bondcap.com/ DCVC https://www.dcvc.com/, Blackbird https://www.blackbird.vc/, Promus Ventures https://www.promusventures.com/, Rocket Lab’s Peter Beck and Icehouse ventures https://www.icehouseventures.co.nz/?utm_term=icehouse%20ventures&utm_campaign=Brand+Keywords&utm_source=adwords&utm_medium=ppc&hsa_acc=4064636360&hsa_cam=16902737884&hsa_grp=134004309485&hsa_ad=592971340272&hsa_src=g&hsa_tgt=kwd-1082530126230&hsa_kw=icehouse%20ventures&hsa_mt=b&hsa_net=adwords&hsa_ver=3&gclid=Cj0KCQjw2v-gBhC1ARIsAOQdKY0J0DepRVFDmjQlAkJPbZuQnLSA5UVzUzOXYiPxkjX-SeVa513_BhkaAr-MEALw_wcB.

To find out more, visit our LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/.

WHY THIS ROLE MATTERS

Halter is helping farmers and ranchers run more productive, sustainable operations, technical support is critical to making that possible.

As our product and global customer base grow, we need a Product Support Manager to build the team that solves Halter’s hardest technical problems. When an issue is complex, high-stakes or affecting a customer’s animals, your team will be accountable for finding the answer and getting them back on track.

ABOUT THE ROLE

You’ll lead the leaders and the team responsible for Halter’s toughest technical challenges: our Virtual Fencing Specialists, Platform and Hardware Support Engineers, and Escalations team.

Your team sits between Customer Experience and Product and Engineering. Every technical issue requiring deeper engineering support comes through your team first after being properly investigated, clearly evidenced and escalated only when it genuinely needs to be.

A big part of your role is helping Support solve more independently. You’ll build the technical capability of your own team and our Customer Experience teams globally, giving them the tools, knowledge and confidence to diagnose root causes and resolve more issues themselves.

You’ll be part of Halter’s global Customer Experience leadership team, working closely with regional leaders to determine which capabilities should sit centrally, what each market needs locally and how our technical support model should evolve as Halter grows.

WHAT YOU’LL ACTUALLY DO

- Build a high-performing team with the technical depth, judgement and ownership to solve Halter’s most complex customer problems

- Create one clear, trusted escalation path between Customer Experience and Product and Engineering

- Reduce the number of issues requiring engineering support by helping your team identify root causes and resolve more independently

- Build the tools, training and troubleshooting guidance that enable Customer Experience teams globally to solve more themselves

- Improve the quality of issues escalated to Product and Engineering, ensuring they arrive thoroughly investigated and supported by clear evidence

- Gett important customer issues prioritised, resolved and turned into lasting product or process improvements

- Design a technical support model that works globally, deciding which capabilities should remain central and what each region needs locally

- Work closely with Customer Experience leaders across APAC, North America and South America to provide the right specialist coverage across regions and time zones

- Use escalation data and field insights to identify recurring problems before they become widespread

- Stay close to farmers, ranchers and producers, including spending time on farm or ranch when seeing an issue firsthand is the fastest way to understand it

THIS COULD BE FOR YOU IF...

You have at least three years’ experience in technical support, support engineering, product support or a similar technical customer environment.

You don’t need to come from agriculture or tick every possible box. We care most about your technical depth, motivation to solve meaningful problems and the leadership capability to build the type of team others can rely on.

- Experience leading, coaching or developing a technical team, bonus points if you've lead leaders

- Strong technical investigation and root-cause analysis skills

- The ability to translate complex technical knowledge into practical tools, documentation and training

- Experience working effectively with Product and Engineering teams

- A structured, evidence-led approach to prioritisation and escalation

- Genuine care for customers and the real-world impact technical issues have on their businesses and animals

- The ability to remain calm, clear and accountable when the stakes are high

OUR OFFICE FIRST APPROACH

There’s a reason you visit your friends in person, live with your family and don’t do dinners over Zoom. Humans are wired for connection. We believe a world-class, in-person office culture is the best way for high-performing teams.

Being office first is a core pillar of our culture. We believe in-person connections are key to driving your own grow