Hardware Technical Support

Job description

About the roleAt Halter, we're changing the way the world farms - and with that comes a great deal of responsibility to the producers worldwide who trust us with their animals.
We're looking for a highly motivated individual to join our fleet team and help enable faster, better, and more efficient support for our farmers, ensuring they have the technical help needed to use our hardware effectively.In this role, you'll respond to farmers' queries, taking a hands-on approach to solving technical, hardware-related issues.
You'll play a key role in monitoring our hardware, ensuring it's performing as it should across our customer farms and ranches globally.
Every day will bring new challenges, and you'll be directly involved in finding the solutions.You'll be the first point of contact for all hardware-related inbound - whether it's general queries or urgent, high-impact incidents - and will be responsible for the initial triage as well as working alongside our senior fleet and engineering teams to drive resolution.We're after someone who's ready to roll up their sleeves and get things done - a team player with the energy and creativity to solve problems, no matter what's thrown their way.What your day could look likeMonitor fleet performance metrics to proactively identify collar and tower issuesInvestigate and respond to technical support tickets related to collar functionality and tower performanceTriage inbound issues, assess impact, and escalate to relevant team members as requiredCollaborate closely with Tier 1 Support to ensure efficient handover and resolution of technical issuesCommunicate cross-functionally, with deployment, product, engineering and teams to align on hardware-related issues and updatesTrack patterns and recurring faults to identify wider fleet or firmware problemsContribute to and maintain internal documentation and knowledge base for known collar and tower issuesProvide feedback to product and engineering on field performance insightsParticipate in daily stand-ups or syncs to align on priorities and ongoing investigationsVisit customer farms to work through issues with our field based teamWhat you will bringGo-Getter Attitude: A proactive approach, with a willingness to tackle challenges head-on and figure things out on the go.Time management skills: Ability to manage your own time so that tasks are completed on schedule with limited customer impact.Team-Oriented Approach: Strong collaboration skills, with the ability to work effectively with colleagues across different locations.Commitment to Excellence: A dedication to providing the highest quality service, ensuring that Halter's infrastructure is always operating at its best and customers are always satisfied even during an issue.Strong technical troubleshooting skills with a practical, hands-on approach to problem-solvingExcellent attention to detail and the ability to identify patterns in data and use this to solve issues quickly.Clear and concise communication skills, with the ability to explain technical issues to both technical and non-technical audiences.Comfort navigating ambiguity and making decisions in fast-paced, evolving environmentsA passion for supporting farmers/ranchers and contributing to Halter's mission to change the way the world farmsFurther detailsFull-time with rostered on-callRegular days off are Saturday/Sunday with weekend on call rosteredBased in our Auckland HQSalary: $80,000-90,000 per annumWhy our team loves working at HalterAt Halter, we're committed to creating an environment where people thrive.
We offer unlimited paid annual leave, as well as additional wellness days.
Each year, every team member receives a $1,000 self-development budget to invest in whatever fuels their personal growth.We offer six months of fully paid leave for primary caregivers and four weeks of fully paid leave for secondary caregivers, along with a range of additional family-friendly benefits.
To support your wellbeing, we offer subsidised health insurance through Southern Cross.And finally, everyone at Halter is an owner.
Every employee is part of our stock ownership plan; when we succeed, you share in that success.Our office-first approachBeing 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.We're office first, not office only.
This means that working from the office every day is our default setting, but we flex when needed.
Your growth, learning, and impact are truly unlimited here, and a big part of that comes from being together, solving problems, innovating, building context, and constantly learning from each other.We have a state-of-the-art, dog-friendly office in the heart of Auckland City and a test farm in Morrinsville.
Delicious snacks and drinks are readily available.About HalterAt 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 and revolutionizing grazing with Halter.
People join Halter to do meaningful work.
Our team out-think, out-work and out-care.
We're committed to delivering real change in the world.
We're backed to deliver on a mission that matters by Tier 1 investors including Bessemer Venture Partners, DCVC, Blackbird, Promus Ventures, Rocket Lab's Peter Beck and Icehouse Ventures.Join our teamIf this opportunity sounds like you, please apply below by sending your cover letter explaining why you're excited about this role and working at Halter, along with your CV.If you think you have what it takes but don't necessarily meet every requirement on this job description, please still get in touch.
We'd love to chat to see if you'll be an epic fit!
Feel free to check out the careers page for more information on working at Halter and don't forget to follow us on LinkedIn & Instagram.
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