Technical Support Escalations Specialist

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/.

ABOUT THE ROLE

As an Escalations Specialist, you’ll sit within the Customer Experience Technical team and own our customers’ high-stakes support cases, where the problems are rarely simple. You’ll be the bridge between Support, Product, Territory Managers and Account Managers, resolving the issues that need more than a standard ticket to unblock. You’ll use deep product knowledge, technical investigation and practical farm understanding to get to the bottom of what’s actually going on.

Some of this you’ll solve from your desk, and some of it you’ll solve standing in a paddock. When an issue needs eyes on the ground, you’ll get out on farm to see it firsthand rather than relying on secondhand descriptions. That could be a setup problem, a hardware question, or something in the animals’ behaviour that doesn’t add up.

You’ll also drive customer health and churn recovery across the whole customer base. That means not waiting for things to go wrong. You’ll actively track how customers are doing, spot the early signs of an account heading toward trouble, and work across teams on the plan to turn it around. Then you’ll turn what you learn into upskilling for our Customer Experience Support team by building out playbooks and documenting product insight, to minimise the number of tickets being escalated and improving the overall customer experience.

WHAT YOUR DAY COULD LOOK LIKE

- Own escalations: Be the go-to person when something’s gone seriously wrong, taking accountability for high-stakes issues and partnering with Territory Managers and Account Managers to drive them through to resolution.

- Keep customers in the loop: Give farmers clear, honest updates throughout an escalation so they always know where things stand, especially when the pressure is on.

- Drive health and churn recovery: Track customer health across the full customer base, spot accounts heading towards trouble early, and own the recovery plan.

- Investigate properly: Lead complex troubleshooting, pull the right data to understand what actually happened, reproduce issues, and validate bug reports before they go to Product or Engineering.

- Get on-farm when it matters: Do on-farm investigations when remote diagnosis isn’t enough, validating setups, hardware, animal behavior and environmental factors firsthand.

- Bridge the teams: Represent escalated customer context internally so the right decisions get made, and translate field and technical findings into improvements across product, process and education.

- Feedback and improve: Surface patterns, whether behavioral, environmental or hardware-related, and contribute to better support processes, tooling, documentation and escalation playbooks.

- Upskill the team: Train the Customer Experience Support team to recognise and resolve more complex issues themselves, reducing the number of cases that need to be escalated.

- Measure what matters: Track and report on escalation and customer health metrics, such as open escalations, time to resolution, customers recovered and recurring issues.

- Be there when it counts: take part in on-call or roster coverage to support incident response, including weather events and farm-wide outages.

THIS COULD BE FOR YOU IF…

You’ve spent at least 3 years in a customer-facing role, ideally in customer success, account management, technical support or something similar, where you owned the relationship and the outcome, not just the ticket. Beyond that, we don’t mind where you’ve come from: agriculture, hospitality, retail or somewhere else entirely. What matters is that you have a deep, genuine care for customers and their animals, real technical curiosity and good judgement.

- You’re obsessed with delivering the best possible customer experience. Resolving the issue is the baseline; the goal is a farmer who leaves better off.

- You’re a sharp technical investigator. You don’t stop at the first explanation: you pull the data, spot the pattern and test the assumptions.

- You’re comfortable being the bridge. You can translate between Support, Product and the field without losing anything in the handoff.

- Keen to learn, and you bring a practical understanding of how farms work to techni