CX Technical Specialist - Platform

• Contribute to the reliability and performance of our systems, including during complex or high-pressure situations.

• Build and maintain internal tooling to help root-cause issues for our T2 team

• Contribute to architectural decisions on user interfaces, design systems, services, APIs, data models, and infrastructure.

• Work closely with frontend, hardware, data, design, and product teams to deliver high-impact features.

• Train and upskill the T2 team to root cause and solve more platform and app issues themselves, reducing the volume of tickets that need to be escalated to this role

• Triage and manage any issue escalated from our T2 team related to the Halter platform, escalating to the Platform team when deeper engineering investigation is needed

• Identify recurring problem areas and drive longer-term solutions through tooling, process, or platform improvements

• Track and report on key support and reliability metrics (ticket volume, resolution time, escalation rate, recurring issues)

• Participate in relevant on-call or roster coverage to support incident response and ensure platform reliability for farmers

• 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, app usage, farm workflows, and integrations firsthand.

• Undertake other duties as required from time to time.

Success in this role would typically be reflected in the following:

• At least two years in technical support, support engineering, quality assurance or a similar customer-facing technical role.

• Comfort digging into how software works: reading logs, querying data and understanding how apps, services and integrations fit together.

• A structured, curious approach to problem solving. You don't stop at the symptom.

• Clear written and verbal communication with both engineers and farmers.

• The ability to build simple dashboards, scripts, trackers or playbooks.

• Ownership. You see issues through to the end.

• Care for customers and their animals.

• Experience in software-as-a-service, connected devices or agri-tech.

• Familiarity with tools like Metabase, Athena, Grafana, Linear or Intercom.

• Some scripting or coding experience.

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.