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Halter is a venture-backed agritech company transforming grazing management through innovative technology. The company enables farmers and graziers to run more productive and sustainable operations using autonomous grazing systems, backed by Tier 1 investors including Founders Fund, Bessemer Venture Partners, and DCVC.
As a CX Technical Specialist - Platform, you will serve as a critical bridge between farmers and the engineering teams supporting Halter's core platform. You'll own escalated technical tickets related to platform software issues across web and mobile apps, services, integrations, and data systems. Your role combines hands-on troubleshooting with strategic improvements to reduce recurring issues and accelerate resolution times.
Key responsibilities include:
- Investigate and resolve escalated platform tickets, or prepare them for engineering handoff with complete context
- Build and maintain internal tooling to help the T2 support team root-cause issues independently
- Train and upskill the support team to handle more issues themselves, reducing escalations
- Triage issues from the T2 team and manage escalation to the Platform engineering team when needed
- Identify recurring problem areas and drive longer-term solutions through tooling, process, or product improvements
- Track and report on key support metrics: ticket volume, resolution time, escalation rate, and recurring issues
- Participate in on-call coverage to support incident response and platform reliability
- Conduct on-farm investigations when remote diagnosis is insufficient, validating setups, app usage, workflows, and integrations firsthand
- Contribute to architectural decisions on user interfaces, design systems, services, APIs, data models, and infrastructure
- Translate field findings and technical insights into improvements across product, process, and customer education
- Represent escalated customer context internally to ensure informed decision-making
You'll work closely with frontend, hardware, data, design, and product teams in a high-performance, office-first culture. The company emphasizes in-person collaboration as central to team growth, learning, and impact.
Requirements:
- At least 2 years in technical support, support engineering, quality assurance, or similar customer-facing technical role
- Comfort digging into software: reading logs, querying data, understanding how apps, services, and integrations fit together
- Structured, curious approach to problem-solving; ability to move beyond symptoms to root causes
- Clear written and verbal communication with both engineers and farmers
- Ability to build simple dashboards, scripts, trackers, or playbooks
- Ownership mindset; seeing issues through to resolution
- Genuine care for customers and their animals
Nice to have:
- Experience in SaaS, connected devices, or agri-tech
- Familiarity with Metabase, Athena, Grafana, Linear, or Intercom
- Scripting or coding experience
