Platform CX Engineer - Escalations & On-Farm Insights

Alt; Auckland; Vor Ort; NZD 70.000 - 110.000; Vollzeit

Benefits dieser Stelle

Office first culture

$1,000 personal growth fund

Zusammenfassung

Halter is seeking a Technical Specialist - Platform to join the CX Technical team. You’ll own escalated platform issues across web and mobile apps, investigations, and act as a bridge between farmers and engineering to resolve problems quickly.

You’ll develop internal tooling, playbooks and product insight to reduce future incidents, while training the T2 team and supporting incident response to keep Halter's platform reliable for farmers.

Qualifikationen

• At least two years in technical support, support engineering, QA or a similar customer-facing technical role.
• Comfort with digging into how software works: logs, data queries, and how apps and services fit together.
• Structured, curious problem solver who goes beyond the symptom.
• Clear written and verbal communication with engineers and farmers.
• Ability to build dashboards, scripts, trackers or playbooks.
• Ownership mindset: see issues through to resolution.
• Care for customers and their animals.

Aufgaben

• Contribute to the reliability and performance of systems, even in high-pressure situations.
• Build and maintain internal tooling to root-cause issues for the T2 team.
• Contribute to architectural decisions on UI, services, APIs, data models, and infrastructure.
• Collaborate with frontend, hardware, data, design and product teams to deliver features.
• Train the T2 team to root cause and fix more issues themselves, reducing escalations.
• Triage and manage issues escalated from T2, escalate to Platform when deeper checks needed.
• Identify recurring problem areas and drive long-term solutions via tooling or processes.
• Track key metrics like ticket volume, resolution time, escalation rate.
• Participate in on-call to support incident response and reliability for farmers.
• Bridge teams, translate findings into product/process improvements.
• On-farm investigations when remote diagnosis isn’t enough; validate setups.
• Undertake other duties as required.

Kenntnisse

Technical support

Customer-facing

Tools

Metabase

Athena

Grafana

Linear

Intercom

Jobbeschreibung

Halter is seeking a Technical Specialist - Platform to join the CX Technical team. You’ll own escalated platform issues across web and mobile apps, investigations, and act as a bridge between farmers and engineering to resolve problems quickly.

You’ll develop internal tooling, playbooks and product insight to reduce future incidents, while training the T2 team and supporting incident response to keep Halter's platform reliable for farmers.