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

To find out more, visit our LinkedIn & Instagram.

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

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