Product Support Manager

Location: Auckland Workplace: OnSite 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 revolutionizing 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 https://foundersfund.com, Bessemer Venture Partners https://www.bvp.com/, BOND, https://www.bondcap.com/ DCVC https://www.dcvc.com/, Blackbird https://www.blackbird.vc/, Promus Ventures https://www.promusventures.com/, Rocket Lab’s Peter Beck and Icehouse ventures https://www.icehouseventures.co.nz/?utm_term=icehouse%20ventures&utm_campaign=Brand+Keywords&utm_source=adwords&utm_medium=ppc&hsa_acc=4064636360&hsa_cam=16902737884&hsa_grp=134004309485&hsa_ad=592971340272&hsa_src=g&hsa_tgt=kwd-1082530126230&hsa_kw=icehouse%20ventures&hsa_mt=b&hsa_net=adwords&hsa_ver=3&gclid=Cj0KCQjw2v-gBhC1ARIsAOQdKY0J0DepRVFDmjQlAkJPbZuQnLSA5UVzUzOXYiPxkjX-SeVa513_BhkaAr-MEALw_wcB. To find out more, visit our LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. WHY THIS ROLE MATTERS Halter is helping farmers and ranchers run more productive, sustainable operations, technical support is critical to making that possible. As our product and global customer base grow, we need a Product Support Manager to build the team that solves Halter’s hardest technical problems. When an issue is complex, high-stakes or affecting a customer’s animals, your team will be accountable for finding the answer and getting them back on track. ABOUT THE ROLE You’ll lead the leaders and the team responsible for Halter’s toughest technical challenges: our Virtual Fencing Specialists, Platform and Hardware Support Engineers, and Escalations team. Your team sits between Customer Experience and Product and Engineering. Every technical issue requiring deeper engineering support comes through your team first after being properly investigated, clearly evidenced and escalated only when it genuinely needs to be. A big part of your role is helping Support solve more independently. You’ll build the technical capability of your own team and our Customer Experience teams globally, giving them the tools, knowledge and confidence to diagnose root causes and resolve more issues themselves. You’ll be part of Halter’s global Customer Experience leadership team, working closely with regional leaders to determine which capabilities should sit centrally, what each market needs locally and how our technical support model should evolve as Halter grows. WHAT YOU’LL ACTUALLY DO - Build a high-performing team with the technical depth, judgement and ownership to solve Halter’s most complex customer problems - Create one clear, trusted escalation path between Customer Experience and Product and Engineering - Reduce the number of issues requiring engineering support by helping your team identify root causes and resolve more independently - Build the tools, training and troubleshooting guidance that enable Customer Experience teams globally to solve more themselves - Improve the quality of issues escalated to Product and Engineering, ensuring they arrive thoroughly investigated and supported by clear evidence - Get important customer issues prioritised, resolved and turned into lasting product or process improvements - Design a technical support model that works globally, deciding which capabilities should remain central and what each region needs locally - Work closely with Customer Experience leaders across APAC, North America and South America to provide the right specialist coverage across regions and time zones - Use escalation data and field insights to identify recurring problems before they become widespread - Stay close to farmers, ranchers and producers, including spending time on farm or ranch when seeing an issue firsthand is the fastest way to understand it THIS COULD BE FOR YOU IF... You have at least three years’ experience in technical support, support engineering, product support or a similar technical customer environment. You don’t need to come from agriculture or tick every possible box. We care most about your technical depth, motivation to solve meaningful problems and the leadership capability to build the type of team others can rely on. - Experience leading, coaching or developing a technical team, bonus points if you've lead leaders - Strong technical investigation and root-cause analysis skills - The ability to translate complex technical knowledge into practical tools, documentation and training - Experience working effectively with Product and Engineering teams - A structured, evidence-led approach to prioritisation and escalation - Genuine care for customers and the real-world impact technical issues have on their businesses and animals - The ability to remain calm, clear and accountable when the stakes are high 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. 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! If this opportunity sounds like you, please apply below by sending through your cover letter explaining why you’re excited about this role and working at Halter, along with your CV, and we’ll be in touch! Please also feel free to check out the careers page https://www.halterhq.com/careers for more information on working at Halter and don't forget to follow us on LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. 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 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!"