Customer Experience - Technical Specialist (Network)

Role overview

Halter is transforming agriculture through smart collars that enable farmers to manage and monitor cattle using a private IoT network, removing the need for traditional methods like quad bikes and fencing. As a Customer Experience Technical Specialist focused on Network, you will be the primary point of contact for connectivity and network-related support issues, resolving problems before they reach the engineering team and strengthening the broader support team’s capability to handle these challenges independently.

Key responsibilities

Triage and resolve network and connectivity issues escalated from the support team, determining when to escalate to the Network engineering team for deeper investigation.
Build internal tools such as dashboards, playbooks, and monitoring systems to improve triage workflows and provide better visibility into network-related problems.
Investigate on-farm connectivity issues and provide insights to the Network team to enhance coverage, performance, and reliability across deployed farms.
Work collaboratively with the Network and Fleet teams to identify patterns, detect potential issues proactively, and improve first-line problem resolution.
Train and develop the support team to independently diagnose and resolve network and connectivity issues, reducing escalations to this role.
Identify recurring problem areas and develop longer-term solutions through process improvements, tooling, or network enhancements.
Conduct on-farm investigations when needed to validate hardware setups, environmental factors, and animal behavior, and participate in on-call coverage for incident response.
Track and report on support metrics including ticket volume, resolution time, device uptime, and signal quality.

Requirements

A minimum of two years in a customer-facing technical role such as technical support, with demonstrated ownership of both customer relationships and outcomes.
Strong technical curiosity combined with genuine care for customers and their operations, along with sound judgment when troubleshooting complex issues.
Clear communication skills with the ability to untangle technical problems and translate customer concerns into effective escalations.
Systems-thinking approach with comfort or enthusiasm for learning networking, connectivity, or distributed systems concepts.
Ability to build simple dashboards, trackers, or playbooks to support triage and decision-making.
Comfort collaborating across teams to resolve issues quickly and a commitment to clear documentation and continuous process improvement.
Proactive mindset focused on customer health and success rather than simply closing tickets.

What makes this role worth considering

You’ll work within a high-performing culture at a mission-driven company backed by leading venture investors, solving meaningful problems in agriculture. The role offers genuine technical depth and autonomy—you’ll be building systems, conducting on-farm investigations, and bridging communication between support, product, and engineering teams rather than simply managing a ticket queue. Halter operates with an office-first approach in Auckland, prioritizing in-person collaboration and relationship-building as core to how the team operates and grows together.