Virtual Fencing Specialist

About Halter

Halter is dedicated to empowering farmers and graziers to operate highly productive and sustainable agricultural enterprises. Our innovative virtual fencing technology enables farmers to manage cattle movements effortlessly, eliminating the need for conventional methods such as quad bikes, dogs, or physical fences. This technology has transformed grazing practices, improving efficiency and farmer lifestyles. At Halter, we work on meaningful, challenging problems within a high-performance culture supported by leading investors globally.

Role Overview

As a Virtual Fencing Specialist, you will manage virtual fencing as a distinct area within our Tier 3 support, acting as the key escalation point between Tier 2 and Guidance Operations. Your responsibility will be to resolve issues that Tier 2 cannot handle and only escalate to Guidance Operations those that genuinely need expert intervention. You will ensure high diagnostic quality of Tier 2's work, enabling them to independently tackle more virtual fencing issues over time.

Daily Responsibilities

• Analyze animal behavior data to understand precisely what cattle did and why.
• Gain in-depth knowledge of farm systems to provide advice grounded in real-world operations.
• Differentiate between training, setup, and genuine issues, deciding which require further escalation.
• Conduct on-site farm visits when necessary to investigate and resolve problems firsthand.
• Collaborate closely with Customer Experience and Customer teams as the in-house expert on virtual fencing.
• Work hand-in-hand with Guidance Operations to resolve the most complex cases, taking genuine ownership rather than just passing problems along.

Key Responsibilities

• Maintain high-quality Tier 2 output within virtual fencing support.
• Serve as the critical escalation checkpoint between Tier 2 and Guidance Operations.
• Address and resolve the hardest virtual fencing cases alongside Guidance Operations.
• Perform farm visits for direct observation and investigation when required.
• Partner with escalations teams to manage complex cases affecting customer health and accounts.
• Develop training materials and playbooks to enhance Tier 2’s ability to solve issues independently.
• Become an expert in how the collar and virtual fencing system operates and issues arise.
• Provide feedback to Guidance Operations to inform them of recurring patterns and root causes encountered in the field.

Candidate Profile

We welcome applicants from varied backgrounds including agriculture, veterinary services, hospitality, retail, or anywhere customer service under pressure was central. The essential attributes include a heartfelt dedication to customer and animal welfare and proven ability to work collaboratively across teams. Ideal candidates will:

• Prioritize exceptional customer experience, ensuring farmers receive meaningful outcomes beyond ticket closures.
• Communicate complex concepts clearly and respectfully.
• Exhibit strong problem-solving skills, inquisitiveness, and data-driven diagnosis.
• Be comfortable interpreting systems and data without direct instructions.
• Possess curiosity about real-world functioning of animals, farms, and technology.
• Adapt quickly and maintain curiosity amidst ambiguity and rapid change.
• Remain calm and structured under pressure.
• Operate independently and confidently make decisions.
• Take accountability and ensure completion of tasks.
• Appreciate working within a supportive, cross-functional team.

Why Work at Halter

• Engage in meaningful work that positively impacts farming and sustainability.
• Collaborate with talented, diverse colleagues tackling complex challenges.
• Access opportunities for continuous learning and personal growth with an annual $1000 development budget.
• Work at an iconic New Zealand tech company scaling globally with real impact.
• Enjoy a state-of-the-art, dog-friendly office in Auckland's heart, supplemented by health insurance partnerships.
• Benefit from generous parental leave policies and wellness support.
• Receive an attractive remuneration package including salary, benefits, and employee stock ownership plans.
• Relax with complimentary snacks and beverages during the workday.

Office Culture

Halter embraces an office-first culture, valuing face-to-face connections for fostering growth, learning, and strong relationships. While flexibility is offered, the default expectation is working from the office to maximize collaboration and impact. Our high-trust environment encourages autonomy balanced with strong interpersonal bonds.

Commitment to Diversity

We strive for an inclusive workplace where every individual can be themselves and excel. We encourage candidates who may not meet every qualification but share our passion and values to apply. Diversity strengthens our team and innovation.