Customer Experience Technical Specialist - Platform

The role

You will act as a bridge between farmers and engineering teams by investigating escalated platform software issues. You will build internal tooling, train the T2 CX team, and conduct on-farm investigations when necessary.

What you will do

• Contribute to the reliability and performance of systems
• Build and maintain internal tooling to help root-cause issues
• 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
• Train and upskill the T2 team
• Triage and manage issues escalated from the T2 team
• Identify recurring problem areas and drive longer-term solutions
• Track and report on key support and reliability metrics
• Participate in relevant on-call or roster coverage
• Conduct on-farm investigations when remote diagnosis is not enough

Required qualifications

• 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
• Clear written and verbal communication with both engineers and farmers
• The ability to build simple dashboards, scripts, trackers or playbooks
• Ownership
• Care for customers and their animals

Nice to have

• 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

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.