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Halter is transforming agriculture through smart IoT collars that enable farmers to manage cattle grazing without traditional fencing, quad bikes, or dogs. The company is backed by tier-1 investors including Founders Fund, Bessemer Venture Partners, and DCVC.
You will join the Customer Experience (CX) team as the Technical Specialist for Network, serving as the first line of defense for all connectivity, reliability, and performance issues related to Halter's private IoT network. Your primary responsibility is to triage and resolve network-related support tickets before they reach the deeper Network engineering team, while simultaneously building the T2 support team's capability to handle more of these issues independently.
Key responsibilities include:
- Triaging and managing escalations from the T2 team related to communications network issues, escalating to the Network team only when deeper engineering investigation is required
- Building internal tooling such as dashboards, playbooks, and monitors to streamline triage workflows and improve visibility
- Investigating on-farm connectivity issues and surfacing insights to improve network coverage, performance, and robustness
- Collaborating with Network and Fleet teams to proactively detect patterns and improve first-line resolution rates
- Training and upskilling the T2 team to reduce ticket escalation volume
- Identifying recurring problem areas and driving longer-term solutions through tooling, process, or network improvements
- Tracking and reporting on key metrics including ticket volume, resolution time, device uptime, and signal quality
- Participating in on-call coverage to support incident response and network uptime
- Bridging teams by translating field and technical findings into product, process, and educational improvements
- Conducting on-farm investigations when remote diagnosis is insufficient, validating setups, hardware, animal behavior, and environmental factors
Halter operates an office-first culture based in Auckland, with flexibility when needed. The company emphasizes in-person collaboration, high-trust relationships, and continuous learning.
REQUIREMENTS:
- Minimum 2 years in a customer-facing role, ideally technical support or similar, where you owned both the relationship and the outcome
- Deep, genuine care for customers and their animals
- Real technical curiosity and good judgment
- Clear communicator who can untangle technical issues and translate customer pain points into clear escalations
- Systems-thinker comfortable with (or keen to learn) networking, connectivity, or distributed-systems concepts
- Ability to build simple dashboards, trackers, or playbooks to support triage
- Comfort working across teams to resolve issues quickly
- Pride in clear documentation, clean triage processes, and continuous improvement
- Obsession with delivering best-possible customer experience, not just resolving tickets
- Ability to bridge Support, Product, and field perspectives without losing context
- Proactive thinking about customer health, not just reactive ticket resolution
NICE TO HAVE:
- Prior experience in technical support handling network, connectivity, or IoT-related issues
- Exposure to agri-tech, IoT, or hardware-enabled products
- Familiarity with dashboarding or query tools (Grafana, Metabase, Athena) or willingness to learn
