Product Support Manager

Halter is seeking a Product Support Manager to lead the leaders and teams responsible for Halter's toughest technical challenges, including Virtual Fencing Specialists, Platform and Hardware Support Engineers, and the Escalations team. The role sits between Customer Experience and Product and Engineering, is part of Halter's global Customer Experience leadership team, and works closely with regional leaders on how the technical support model should evolve as Halter grows.

Responsibilities

Build a high-performing team with the technical depth, judgement and ownership to solve Halter's most complex customer problems; Create one clear, trusted escalation path between Customer Experience and Product and Engineering; Reduce the number of issues requiring engineering support by helping your team identify root causes and resolve more independently; Build the tools, training and troubleshooting guidance that enable Customer Experience teams globally to solve more themselves; Improve the quality of issues escalated to Product and Engineering, ensuring they arrive thoroughly investigated and supported by clear evidence; Get important customer issues prioritised, resolved and turned into lasting product or process improvements; Design a technical support model that works globally, deciding which capabilities should remain central and what each region needs locally; Work closely with Customer Experience leaders across APAC, North America and South America to provide the right specialist coverage across regions and time zones; Use escalation data and field insights to identify recurring problems before they become widespread; Stay close to farmers, ranchers and producers, including spending time on farm or ranch when seeing an issue firsthand is the fastest way to understand it

Requirements

At least three years' experience in technical support, support engineering, product support or a similar technical customer environment; Experience leading, coaching or developing a technical team; 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 leaders

Benefits

Personal growth fund