Customer Experience - Technical Specialist (Platform)

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, Bessemer Venture Partners, BOND, DCVC, Blackbird, Promus Ventures, Rocket Lab’s Peter Beck and Icehouse ventures.

To find out more, visit our LinkedIn & Instagram.

As a Technical Specialist - Platform, you’ll sit within the CX Technical team, acting as a bridge between our farmers and the engineering teams that look after the core platform.. You’ll be the specialist for escalated tickets relating to Halter’s platform software issues customers raise across our web and mobile apps, services, integrations and data. You’ll investigate each one enough that it gets solved, or that engineering can pick it up and act straight away. You’ll turn what you learn into upskilling our T2 CX Team, tooling, playbooks and product insight, so each issue is less likely to happen again and quicker to fix if it does.

What you’ll do

• Contribute to the reliability and performance of our systems, including during complex or high-pressure situations.

• Build and maintain internal tooling to help root-cause issues for our T2 team

• Contribute to architectural decisions on user interfaces, design systems, services, APIs, data models, and infrastructure.

• Work closely with frontend, hardware, data, design, and product teams to deliver high-impact features.

• Train and upskill the T2 team to root cause and solve more platform and app issues themselves, reducing the volume of tickets that need to be escalated to this role

• Triage and manage any issue escalated from our T2 team related to the Halter platform, escalating to the Platform team when deeper engineering investigation is needed

• Identify recurring problem areas and drive longer-term solutions through tooling, process, or platform improvements

• Track and report on key support and reliability metrics (ticket volume, resolution time, escalation rate, recurring issues)

• Participate in relevant on-call or roster coverage to support incident response and ensure platform reliability for farmers

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

• Get on-farm when it matters; conduct on-farm investigations when remote diagnosis isn't enough, validating setups, app usage, farm workflows, and integrations firsthand.

• Undertake other duties as required from time to time.

What success looks like

Success in this role would typically be reflected in the following:

• At least two years in technical support, support engineering, quality assurance or a similar customer-facing technical role.

• Comfort digging into how software works: reading logs, querying data and understanding how apps, services and integrations fit together.

• A structured, curious approach to problem solving. You don’t stop at the symptom.

• Clear written and verbal communication with both engineers and farmers.

• The ability to build simple dashboards, scripts, trackers or playbooks.

• Ownership. You see issues through to the end.

• Care for customers and their animals.

Nice to have

• Experience in software-as-a-service, connected devices or agri-tech.

• Familiarity with tools like Metabase, Athena, Grafana, Linear or Intercom.

• Some scripting or coding experience.

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 growth, learning, impact, and building genuine long-lasting relationships. Strong relationships make it easier to disagree, give feedback, and do meaningful and aligned work. We don’t like having heaps of rules or policies, but this means having strong, trusted relationships is critical.

We’re office first, not office only. This means working from the office everyday is our default setting, but we flex when we need to. We have a high-trust culture, so everyone is trusted to do what’s best for Halter.

Our office vibe is something special, it’s hard to describe until you’re here, but people at Halter who have come from fully remote or hybrid companies say they could never go back - the high energy and spectacular people they are now surrounded by everyday makes work so enjoyable. Your growth, your learning and your impact is truly unlimited here, and a big part of that comes from being together solving problems, innovating, building context, and constantly learning from each other.

Halter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet an average of 60% of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We’d love to chat to see if you’ll be an epic fit!

If this opportunity sounds like you, please apply below by sending through your cover letter explaining why you’re excited about this role and working at Halter, along with your CV, and we’ll be in touch!

Please also feel free to check out the careers page for more information on working at Halter and don't forget to follow us on LinkedIn & Instagram.

• Work that genuinely matters. Every now and again a company comes along that transforms an entire industry and leaves the world in a better place. Our team gets to be part of something truly meaningful, helping farmers improve their livelihoods, spend more time with their families, and build more sustainable operations.

• Spectacular people solving hard problems. Our culture is designed for talented people to do work that changes lives. The team is filled with diverse, kind, and driven people who push each other to do their best work. You'll be thrown into the deep end, tackling complex challenges and building something tangible that solves real problems.

• You'll grow here. Autonomy, mastery, and learning define how we work. You'll have the freedom to work on interesting problems, master new skills, and continuously develop yourself, both through your role and our personal growth fund.

• This isn't easy, and we love that it's hard. Working at Halter will be the most rewarding and the most challenging work of your life. We move fast, take bold bets, and work hard to reshape an entire industry. As one team member put it: "Joining Halter is a bit like strapping yourself to a rocket ship, but it's an epic journey to be a part of!"