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Halter is a venture-backed agtech company transforming livestock grazing through virtual fencing technology. The company enables farmers and ranchers to run more productive and sustainable operations using innovative hardware and software solutions, backed by top-tier investors including Founders Fund, Bessemer Venture Partners, and DCVC.
As Product Support Manager, you will lead Halter's technical support organization, building and managing a high-performing team responsible for solving the company's most complex customer problems. Your team will include Virtual Fencing Specialists, Platform and Hardware Support Engineers, and an Escalations team.
Your primary responsibilities include:
- Building a high-performing technical team with deep expertise, sound judgment, and ownership mentality to tackle Halter's most challenging customer issues
- Creating a clear, trusted escalation pathway between Customer Experience and Product/Engineering teams
- Reducing engineering escalations by developing your team's capability to identify root causes and resolve issues independently
- Developing tools, training, and troubleshooting documentation that enable global Customer Experience teams to solve more problems themselves
- Improving escalation quality by ensuring issues are thoroughly investigated and supported by clear evidence before reaching Product and Engineering
- Ensuring important customer issues are prioritized, resolved, and converted into lasting product or process improvements
- Designing a scalable technical support model that works across APAC, North America, and South America, determining which capabilities should remain centralized versus localized
- Collaborating with regional Customer Experience leaders to provide appropriate specialist coverage across time zones
- Using escalation data and field insights to identify and prevent recurring problems before they become widespread
- Maintaining close connection to farmers and ranchers, including on-farm visits when firsthand understanding accelerates problem resolution
You'll be part of Halter's global Customer Experience leadership team and work closely with Product and Engineering leadership. The role is based in Auckland with an office-first culture—daily in-office presence is the default, with flexibility when needed.
REQUIREMENTS:
- Minimum 3 years' experience in technical support, support engineering, product support, or similar technical customer-facing environment
- Experience leading, coaching, or developing a technical team (bonus: experience leading leaders)
- Strong technical investigation and root-cause analysis skills
- Ability to translate complex technical knowledge into practical tools, documentation, and training
- Experience working effectively with Product and Engineering teams
- Structured, evidence-led approach to prioritization and escalation
- Genuine care for customers and understanding of real-world impact technical issues have on their businesses and operations
- Ability to remain calm, clear, and accountable under high-stakes situations
Agricultural background is not required. The company values technical depth, motivation to solve meaningful problems, and leadership capability to build reliable teams.
