Product Support Manager

The role

You will lead a team responsible for solving complex technical problems for Halter's customers. You will build technical capability within support teams and design a global technical support model.

What you will do

• Build a high-performing team with technical depth and judgement
• Create a clear escalation path between Customer Experience and Product and Engineering
• Reduce issues requiring engineering support by identifying root causes
• Build tools, training, and troubleshooting guidance for global teams
• Improve the quality of issues escalated to Product and Engineering
• Prioritise and resolve important customer issues
• Design a technical support model that works globally
• Work with Customer Experience leaders across APAC, North America and South America
• Use escalation data and field insights to identify recurring problems
• Spend time on farm or ranch to understand issues firsthand

Required qualifications

• At least three years’ experience in technical support, support engineering, product support or a similar technical customer environment
• 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

Nice to have

• Experience leading, coaching or developing a technical team
• Experience leading leaders

Benefits

• Personal growth fund

About the company

Halter enables farmers and graziers to run productive and sustainable operations. The company is backed by Tier 1 investors including Founders Fund and Blackbird.