Technical Escalations Specialist - On-Farm Support

Halter; Auckland; On-site; NZD 85,000 - 125,000; Full time

Benefits offered by this job

Stock ownership plan

Health insurance

Parental leave

Wellbeing leave

Job summary

Halter is seeking a Technical Support Escalations Specialist to own high-stakes customer cases within the Customer Experience Technical team. You’ll bridge Support, Product, Territory Managers and Account Managers, using deep product knowledge, hands-on investigation, and farm understanding to resolve issues beyond standard tickets.

You’ll travel to farms when needed, build playbooks, improve processes, track customer health, and help reduce escalations across the base.

Qualifications

• 3+ years in a customer-facing role (customer success, account management or technical support).
• Strong problem-solving and data-driven approach.
• Excellent communication and stakeholder management.

Responsibilities

• Own escalations and drive resolution for high-stakes issues.
• Keep farmers updated throughout escalations with clear, honest communication.
• Lead complex troubleshooting and validate bug reports before escalation to Product/Engineering.
• On-farm investigations when remote diagnosis isn’t enough to verify setups and behaviour.
• Bridge internal teams and translate field insights into product/process improvements.
• Contribute to playbooks and training to reduce future escalations.
• Track escalation and customer health metrics to improve outcomes.

Skills

Customer support

Technical investigation

Cross-functional collaboration

On-farm awareness

Job description

Halter is seeking a Technical Support Escalations Specialist to own high-stakes customer cases within the Customer Experience Technical team. You’ll bridge Support, Product, Territory Managers and Account Managers, using deep product knowledge, hands-on investigation, and farm understanding to resolve issues beyond standard tickets.

You’ll travel to farms when needed, build playbooks, improve processes, track customer health, and help reduce escalations across the base.