Technical Specialist - Network

About the role

At Halter, we're building more than software, we're transforming the way the world farms. Our smart collars let farmers shift, monitor, and care for their cattle via deep integrations and insights, all powered by our private IoT network. Behind that network is our Network team, and standing between farmers and that team is CX.

We're looking for a Technical Specialist - Network to join the CX team and take ownership of resolving network and connectivity issues before they reach the Network team, while building the T2 team's ability to root cause and solve more of these issues themselves. You'll be the first line of defence for all incoming tickets related to collar connectivity, reliability, and performance, and will play a key role in resolving issues quickly, escalating effectively, and shielding the Network team from noise so they can focus on the deeper engineering work that needs their expertise.

What you'll do

• Triage and manage any issue escalated from our T2 team related to the communications network, escalating to the Network team when deeper engineering investigation is needed
• Build internal tooling (dashboards, playbooks, monitors, etc.) to streamline triage workflows and improve visibility into comms-related tickets
• Investigate on-farm connectivity issues and surface insights to the Network team to improve coverage, performance, and robustness
• Collaborate closely with the Network and Fleet teams to proactively detect patterns, flag potential issues, and improve first-line resolution
• Train and upskill the T2 team to root cause and solve more network and connectivity issues themselves, reducing the volume of tickets that need to be escalated to this role
• Identify recurring problem areas and drive longer-term solutions through tooling, process, or network improvements
• Track and report on key support and reliability metrics (ticket volume, resolution time, device uptime, signal quality)
• Participate in relevant on-call or roster coverage to support incident response and ensure network uptime across deployed farms
• Bridge the teams, translate field and technical findings into improvements across product, process, and education, and represent escalated customer context internally so the right decisions get made.
• Get on-farm when it matters; conduct on-farm investigations when remote diagnosis isn't enough, validating setups, hardware, animal behaviour, and environmental factors firsthand.

What we're looking for

You've spent at least 2 years in a customer-facing role, ideally somewhere like technical support, or a similar role where you owned the relationship and the outcome, not just the ticket. What matters is that you have a deep, genuine care for customers and their animals, real technical curiosity, and good judgement.

• Clear communicator who enjoys untangling technical issues and translating customer pain points into clear escalations
• Systems-thinker who's comfortable with (or keen to learn) networking, connectivity, or distributed-systems concepts. You want to keep raising the bar, not just clear today's queue.
• Ability to build simple dashboards, trackers, or playbooks to support triage
• Comfort working across teams, including the Network and Fleet teams, to resolve issues quickly
• Pride in clear documentation, clean triage processes, and continuous improvement
• 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 comfortable being the bridge. You can translate between Support, Product, and the field without losing anything in the handoff.
• You think proactively about customer health, not just reactively about tickets.

Nice to have

• Prior experience in a technical support role handling network, connectivity, or IoT-related issues
• Exposure to agri-tech, IoT, or hardware-enabled products
• Familiarity with dashboarding or query tools (e.g. Grafana, Metabase, Athena) or willingness to learn

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.