Global Product Support Manager

Halter

Auckland

On-site

NZD 120,000 - 180,000

Full time

9 days ago

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Job summary

Halter is seeking a Product Support Manager to lead our most technically demanding customer issues across global teams. You will manage Virtual Fencing Specialists, Platform and Hardware Support Engineers, and an Escalations unit, sitting between Customer Experience, Product and Engineering to ensure issues are investigated, properly evidenced and escalated only when necessary.

You will build the technical capability of your team and the broader CX groups worldwide, equipping them with the

Qualifications

Three+ years in technical support, support engineering, product support, or similar.
Proven ability to lead a technical team and coach leaders.
Strong root-cause analysis and problem-solving skills.

Responsibilities

Build a high-performing team with depth and ownership.
Create a clear escalation path between Customer Experience and Product/Engineering.
Reduce escalations by enabling teams to identify root causes and resolve issues independently.
Develop tools, training, and guidance for global CX teams to solve more in-house.
Improve quality of escalations to Product/Engineering with evidence-based documentation.
Prioritise and resolve critical customer issues and drive product/process improvements.
Design a global, scalable technical support model across regions and time zones.
Collaborate with APAC, North America and South America leaders for appropriate coverage.