Virtual Fencing Support Specialist

Icehouseventures; Morrisville (Bucks County); Hybrid; USD 40,667 - 58,096; Full time

Job summary

Halter is seeking a Virtual Fencing Support Specialist to join our Guidance Operations team. You’ll own Tier 2 quality in virtual fencing, diagnose complex issues, and escalate only when Guidance Ops expertise is required.

You’ll spend time on the R&D farm near Morrinsville and occasionally at our Auckland HQ, helping farmers with world-class support. You’ll work across product and farm teams, translating data insights into practical guidance for farmers and Tier 2 colleagues, while gaining

Qualifications

• Experience in customer support or field service.
• Passion for agriculture and farming.
• Excellent communication and problem-solving skills.

Responsibilities

• Own Tier 2 quality in virtual fencing and escalate only when needed.
• Resolve the hardest virtual fencing issues with Guidance Ops.
• Go on-farm visits to observe collar behavior and system performance.
• Collaborate with Customer Experience and Customer teams as the expert in this domain.
• Build playbooks and training to enable Tier 2 to resolve more issues independently.
• Develop deep product knowledge of the collar and virtual fencing system.

Skills

Customer support

Strong communicator

Problem solving

Farming knowledge

Job description

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 revolutionising 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.

At Halter, we’re building world‑class virtual fencing technology that transforms the way farmers and ranchers work. We tackle complex, real‑world problems with technical solutions, helping farmers lift productivity, care for their animals, and farm more sustainably. We’re looking for a Virtual Fencing Support Specialist to join our Guidance Operations team. This is a great role for someone who’s passionate about ag, understands farming deeply and thrives on problem solving.

This role sits right at the intersection of tech and farming. We’ll train you to become an expert in virtual fencing; understanding the technology inside out, and how animals interact with it. You’ll work in a small, focused team handling the trickier support queries we get from farmers, digging into data, diagnosing issues, and helping deliver world‑class support.

About the role

As a Virtual Fencing Specialist, you'll own virtual fencing as a domain within Tier 3, sitting as the escalation layer between Tier 2 and Guidance Ops. In practice, that means solving the issues Tier 2 can’t crack themselves, and escalating to Guidance Ops only what genuinely needs their expertise. Your job is to own the quality of Tier 2’s work within virtual fencing, make sure what reaches Guidance Ops is genuinely something only they can solve, well diagnosed and well evidenced, and enable Tier 2 to resolve more virtual fencing issues on their own over time.

Day to day, you'll dig into animal behaviour data to work out exactly what a cow did and why. You’ll learn how farm systems actually work, so the advice you're giving farmers and Tier 2 is grounded in how a real farm runs, not just what the data says in isolation. You’ll get close enough to the product that you can tell the difference between a training issue, a set up issue, and when something's genuinely wrong, and you’ll know which of those is worth Guidance Ops’ time and which isn’t.

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. You'll own working across our Customer Experience and Customer teams as the expert in this space.

You’re not just a pass‑through. You pick up and solve the most complex virtual fencing issues yourself, working directly alongside Guidance Ops, so the two of you are jointly closing out the hardest cases rather than you simply routing them on.

You’ll spend most of your days on the R&D farm near Morrinsville. We turned the old calf barn into an office with prime views of our farm. Once or twice a fortnight, you’ll head up to our HQ in Auckland to work closely with our support and onboarding teams, making sure our farmers get the best support possible. While we aim to solve most issues remotely, sometimes you’ll be out on customers’ farms, hands‑on, helping them directly.

What we're looking for

• Own Tier 2 quality in your domain: be accountable for how well Tier 2 handles virtual fencing issues, stepping in on quality gaps and raising the bar on diagnosis before things reach you.
• Own the escalation layer: be the checkpoint between Tier 2 and Guidance Ops, making sure only genuinely complex virtual fencing issues get through, and that they arrive well diagnosed.
• Solve the hardest cases: work directly with Guidance Ops on the most complex virtual fencing problems, picking up real ownership of the fix, not just the handover.
• Get out on farm: head out when an issue needs eyes on the ground, seeing firsthand how the collar and fencing behave rather than relying on secondhand descriptions.
• Work with the escalations team: partner with our escalations specialists when a virtual fencing issue is tangled up with a broader account or customer health.
• Build Tier 2’s capability: turn what you learn into knowledge, playbooks, and training that let Tier 2 resolve more virtual fencing issues without needing to escalate at all.
• Go deep on the product: develop and hold expert‑level understanding of how the collar and virtual fencing system actually works, how cattle interact with it, and why things go wrong.
• Close the loop with Guidance Ops: feed back patterns and root causes from what’s reaching Tier 3, so Guidance Ops has a clear signal on what’s actually happening in the field.

This could be for you if:

• You’re obsessed with delivering the best possible customer experience, not just resolving the ticket, but making sure the farmer actually leaves better off.
• You’re a strong communicator who can explain complex things simply and respectfully.
• You’re a natural problem‑solver. You ask great questions, dig into data, and you don’t stop at the first answer. You want to understand why.
• You’re comfortable working with systems and data to diagnose problems. You don’t need someone to hand you the answer.
• You’re genuinely curious about how things work in the real world, animals, farms, technology, and the people who depend on all three.
• You learn quickly and stay curious, even when things are ambiguous or fast‑moving.
• You stay steady under pressure and bring calm structure to messy situations.
• You can work independently and back your own judgment, important when you’re the person holding the fort.
• You take ownership and follow through; if something needs doing, you do it.
• You enjoy being part of a tight team that backs each other, and you like working cross‑functionally.
• You might come from agriculture, a vet clinic, hospitality, retail, or somewhere else where customer experience is at the heart of what you do.

Join our team

Halter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet an average of 60% of the requirements, women and under‑represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We’d love to chat to see if you’ll be an epic fit!

Why our team loves working at Halter:

• Work that genuinely matters. Every now and again a company comes along that transforms an entire industry and leaves the world in a better place. Our team gets to be part of something truly meaningful, helping farmers improve their livelihoods, spend more time with their families, and build more sustainable operations.
• Spectacular people solving hard problems. Our culture is designed for talented people to do work that changes lives. The team is filled with diverse, kind, and driven people who push each other to do their best work. You’ll be thrown into the deep end, tackling complex challenges and building something tangible that solves real problems.
• You’ll grow here. Autonomy, mastery, and learning define how we work. You’ll have the freedom to work on interesting problems, master new skills, and continuously develop yourself, both through your role and our $1,000 personal growth fund.
• This isn’t easy, and we love that it’s hard. Working at Halter will be the most rewarding and the most challenging work of your life. We move fast, take bold bets, and work hard to reshape an entire industry. As one team member put it: "Joining Halter is a bit like strapping yourself to a rocket ship, but it’s an epic journey to be a part of!"