Technical Support Escalations Specialist

About the role As an Escalations Specialist, you’ll sit within the Customer Experience Technical team and own our customers’ high-stakes support cases, where the problems are rarely simple. You’ll be the bridge between Support, Product, Territory Managers and Account Managers, resolving the issues that need more than a standard ticket to unblock. You’ll use deep product knowledge, technical investigation and practical farm understanding to get to the bottom of what’s actually going on. 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. That could be a setup problem, a hardware question, or something in the animals’ behaviour that doesn’t add up. You’ll also drive customer health and churn recovery across the whole customer base. That means not waiting for things to go wrong. You’ll actively track how customers are doing, spot the early signs of an account heading toward trouble, and work across teams on the plan to turn it around. Then you’ll turn what you learn into upskilling for our Customer Experience Support team by building out playbooks and documenting product insight, to minimise the number of tickets being escalated and improving the overall customer experience. What your day could look like Own escalations: Be the go-to person when something’s gone seriously wrong, taking accountability for high-stakes issues and partnering with Territory Managers and Account Managers to drive them through to resolution. Keep customers in the loop: Give farmers clear, honest updates throughout an escalation so they always know where things stand, especially when the pressure is on. Drive health and churn recovery: Track customer health across the full customer base, spot accounts heading towards trouble early, and own the recovery plan. Investigate properly: Lead complex troubleshooting, pull the right data to understand what actually happened, reproduce issues, and validate bug reports before they go to Product or Engineering. Get on-farm when it matters: Do on-farm investigations when remote diagnosis isn’t enough, validating setups, hardware, animal behavior and environmental factors firsthand. Bridge the teams: Represent escalated customer context internally so the right decisions get made, and translate field and technical findings into improvements across product, process and education. Feedback and improve: Surface patterns, whether behavioral, environmental or hardware-related, and contribute to better support processes, tooling, documentation and escalation playbooks. Upskill the team: Train the Customer Experience Support team to recognise and resolve more complex issues themselves, reducing the number of cases that need to be escalated. Measure what matters: Track and report on escalation and customer health metrics, such as open escalations, time to resolution, customers recovered and recurring issues. Be there when it counts: take part in on-call or roster coverage to support incident response, including weather events and farm-wide outages. This could be for you if… You’ve spent at least 3 years in a customer-facing role, ideally in customer success, account management, technical support or something similar, where you owned the relationship and the outcome, not just the ticket. Beyond that, we don’t mind where you’ve come from: agriculture, hospitality, retail or somewhere else entirely. What matters is that you have a deep, genuine care for customers and their animals, real technical curiosity and good judgement. You’re obsessed with delivering the best possible customer experience. Resolving the issue is the baseline; the goal is a farmer who leaves better off. You’re a sharp technical investigator. You don’t stop at the first explanation: you pull the data, spot the pattern and test the assumptions. You’re comfortable being the bridge. You can translate between Support, Product and the field without losing anything in the handoff. Keen to learn, and you bring a practical understanding of how farms work to technical problems. You think proactively about customer health, catching trouble early rather than waiting for it to arrive as a ticket. You stay calm and structured in high-stakes moments. You think in systems. Clearing today’s queue matters, but you want to keep raising the bar so tomorrow’s is smaller. Why our team loves working at Halter Dedicate yourself to solving real-world problems alongside an epic team in a culture designed around growth. A genuine and shared connection to our mission to make a difference in the world. The pride of joining an iconic New Zealand technology company. The excitement, risk, and reward of a high-growth technology scale-up on the global stage. Our ideas are truly valued, we are able to move fast, and our impact is real. State-of-the-art, dog-friendly office that’s been thoughtfully designed right in the heart of Auckland city. Did we mention dogs and cows? Healthy body, healthy mind. We’re partnered with Southern Cross Health Insurance to support your well-being. We offer 6 months of fully paid parental leave for primary caregivers, 4 weeks of fully paid secondary caregiver leave and many other parental benefits that support you and your family. Our personal growth is important. Halter offers an annual $1000 self-development budget to be used for anything that fuels personal growth. Our time to recharge is valued, we’re offered wellness leave and unlimited paid annual leave. We offer an inclusive and attractive remuneration package made up of salary, benefits and an employee stock ownership plan. Delicious snacks and drinks are available for your daily flow. Our Office First Approach There’s a reason you visit your friends in person, live with your family and don’t do dinners over Zoom. Humans are wired for connection. We believe a world-class, in-person office culture is the best way for high-performing teams. Being office first is a core pillar of our culture. We believe in-person connections are key to driving your own growth, learning, impact, and building genuine long-lasting relationships. Strong relationships make it easier to disagree, give feedback, and do meaningful and aligned work. We don’t like having heaps of rules or policies, but this means having strong, trusted relationships is critical. We’re office first, not office only. This means working from the office everyday is our default setting, but we flex when we need to. We have a high-trust culture, so everyone is trusted to do what’s best for Halter. Our office vibe is something special, it’s hard to describe until you’re here, but people at Halter who have come from fully remote or hybrid companies say they could never go back - the high energy and spectacular people they are now surrounded by everyday makes work so enjoyable. Your growth, your learning and your impact is truly unlimited here, and a big part of that comes from being together solving problems, innovating, building context, and constantly learning from each other.