Virtual Fencing Specialist

Halter

3d • Onsite

About The Position

As a Virtual Fencing Specialist, you'll own virtual fencing as a domain within Tier 3, sitting as the escalation layer between Tier 2 and Guidance Ops. Your job is to own the quality of Tier 2's work within virtual fencing, make sure what reaches Guidance Ops is genuinely something only they can solve, well diagnosed and well evidenced, and enable Tier 2 to resolve more virtual fencing issues on their own over time. Day to day, you'll dig into animal behaviour data to work out exactly what a cow did and why. You'll learn how farm systems actually work, so the advice you're giving farmers and Tier 2 is grounded in how a real farm runs, not just what the data says in isolation. You'll get close enough to the product that you can tell the difference between a training issue, a set up issue, and when something's genuinely wrong, and you'll know which of those is worth Guidance Ops' time and which isn't. Some of this you'll solve from your desk, and some of it you'll solve standing in a paddock. When an issue needs eyes on the ground, you'll get out on farm to see it firsthand rather than relying on secondhand descriptions. You'll own working across our Customer Experience and Customer teams as the expert in this space. You're not just a pass-through. You pick up and solve the most complex virtual fencing issues yourself, working directly alongside Guidance Ops, so the two of you are jointly closing out the hardest cases rather than you simply routing them on.

Requirements

• Deep, genuine care for customers, their animals, and their outcomes.
• Ability to work cross-functionally with ease, pulling in Tier 2, Guidance Ops, and other teams as a matter of course.
• Obsessed with delivering the best possible customer experience, not just resolving the ticket, but making sure the farmer actually leaves better off.
• Strong communicator who can explain complex things simply and respectfully.
• Natural problem-solver who asks great questions, digs into data, and doesn't stop at the first answer.
• Comfortable working with systems and data to diagnose problems.
• Genuinely curious about how things work in the real world, animals, farms, technology, and the people who depend on all three.
• Learns quickly and stays curious, even when things are ambiguous or fast-moving.
• Stays steady under pressure and brings calm structure to messy situations.
• Ability to work independently and back your own judgment.
• Takes ownership and follows through.
• Enjoys being part of a tight team that backs each other, and likes working cross-functionally.

Nice To Haves

• Background in agriculture, a vet clinic, hospitality, or retail.

Responsibilities

• Own Tier 2 quality in your domain: be accountable for how well Tier 2 handles virtual fencing issues, stepping in on quality gaps and raising the bar on diagnosis before things reach you.
• Own the escalation layer: be the checkpoint between Tier 2 and Guidance Ops, making sure only genuinely complex virtual fencing issues get through, and that they arrive well diagnosed.
• Solve the hardest cases: work directly with Guidance Ops on the most complex virtual fencing problems, picking up real ownership of the fix, not just the handover.
• Get out on farm: head out when an issue needs eyes on the ground, seeing firsthand how the collar and fencing behave rather than relying on secondhand descriptions.
• Work with the escalations team: partner with our escalations specialists when a virtual fencing issue is tangled up with a broader account or customer health.
• Build Tier 2's capability: turn what you learn into knowledge, playbooks, and training that let Tier 2 resolve more virtual fencing issues without needing to escalate at all.
• Go deep on the product: develop and hold expert-level understanding of how the collar and virtual fencing system actually works, how cattle interact with it, and why things go wrong.
• Close the loop with Guidance Ops: feed back patterns and root causes from what's reaching Tier 3, so Guidance Ops has a clear signal on what's actually happening in the field.

Benefits

• 6 months of fully paid parental leave for primary caregivers
• 4 weeks of fully paid secondary caregiver leave
• Annual $1000 self-development budget
• Wellness leave
• Unlimited paid annual leave
• Inclusive and attractive remuneration package made up of salary, benefits and an employee stock ownership plan
• Delicious snacks and drinks

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed