Cropwise Operations

About the Role  

The Customer Support Specialist handles incoming customer tickets related to bugs, system errors, and user questions, from first contact through to resolution. 

This role ensures that customer-reported issues are properly documented, reproduced, and prioritized by business criticality, and that they are efficiently escalated to the development team when needed. The specialist acts as the day-to-day link between customers and Engineering, providing clear, timely, and transparent communication throughout the process. 

Feature requests and roadmap prioritization are handled by the Product team and are outside the scope of this role. 

Key Responsibilities  

Ticket Intake & Validation  

• Review all incoming customer tickets (bug reports, technical issues, “how-to” questions).  
• Ensure tickets contain sufficient information to identify and reproduce the issue.  
• Reproduce reported bugs when possible.  
• Request missing information from customers when required.  
• Reject or reclassify invalid or non-reproducible tickets.  

Prioritization & Classification  

• Classify tickets based on severity and urgency (e.g., Critical / Major / Minor).  
• Assess business impact (single user vs. multi-region issue).  
• Detect and escalate critical incidents immediately.  
• Group duplicate or related tickets into consolidated requests.  
• Ensure clear and structured documentation before sending to development.  

Engineering Coordination  

• Transfer validated tickets to the development team.  
• Provide clear reproduction steps and technical context.  
• Clarify engineering questions related to customer cases.  
• Monitor progress of bug fixes.  
• Ensure tickets are updated and statuses reflect real progress.  

Incident & Escalation Management  

• Communicate critical issues to relevant stakeholders (Product, Engineering Leads, Business Owners).  
• Support structured incident handling when needed.  
• Ensure customers receive timely updates on high-impact issues.  
• Maintain visibility of open high-priority cases.  

Process Governance & Quality Control  

• Maintain high standards for ticket quality and documentation.  
• Define and improve ticket handling workflows.  
• Establish and maintain severity classification standards.  
• Track recurring issue patterns.  
• Identify systemic quality problems and suggest preventive actions.  

What This Role Does NOT Own  

• Feature request prioritization  
• Product roadmap decisions  
• Commercial or customer success targets  
• Development team management  

Required Skills and Qualifications  

Experience  

• 2+ years in SaaS support, technical support, or platform operations  
• Experience working closely with engineering teams  
• Experience handling bug triage and reproduction  

• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, etc.) 

   

Skills  

• Strong analytical and problem-solving skills  
• Ability to reproduce technical issues  
• Clear written communication  
• Structured thinking and prioritization capability  
• High attention to detail  
• Calm and organized under pressure  
     

Nice to Have  

• Experience with APIs, logs, data structures  
• Experience in digital agriculture / farm management systems  
• Understanding of incident management processes (ITIL-style helpful but not required)  

Key KPIs  

You may want to define measurable targets such as:  

• % of tickets validated before sending to dev  
• Time to first response  
• Time to reproduction  
• Time to severity classification  
• Reduction of duplicate tickets  
• SLA compliance rate  
• Stakeholder satisfaction (internal + external)  

 The Company Offers  

• Opportunity to be a part of a best-in-class product that is used by thousands of companies around the world.   
• Annual performance bonus scheme.   
• Career growth opportunities.   
• An environment where you need to seek and implement unique solutions.   
• Training and development programs.   
• Young and dynamic team with a friendly and open culture.   
• Health and life insurance for employees and your family members.   
• 32 working days of paid annual leave and sick leave.  

About the Role 

We are looking for a Product Designer to create intuitive, user-centered digital solutions that help farmers and agribusinesses make better decisions. Our digital product aims to simplify complex agricultural data into actionable insights, making UX design a central element of the product lifecycle. 

Key Responsibilities 

User Research & Insights 

• Conduct qualitative and quantitative user research (interviews, surveys, analytics) to understand user goals, pain points, and workflows. 
• Translate research insights into actionable artifacts and clearly defined product and UX requirements.  
• Contribute to product hypothesis definition and strategic decision-making. 

Interaction & Visual Design 

• Design end-to-end user experiences across web and mobile platforms. 
• Create user flows, mockups, and high-fidelity UI designs. 
• Ensure designs are intuitive, visually consistent, accessible, and aligned with the company’s design standards.  

Prototyping & Validation 

• Build interactive prototypes to validate product hypotheses. 
• Conduct usability testing and synthesize findings. 
• Iterate based on user feedback, analytics, and stakeholder input.  

Collaboration 

• Work closely with developers, and agronomy experts to integrate UX design into product implementation. 
• Support development teams with design handover and QA of user flows.  

Design Systems 

• Contribute to and maintain scalable design systems. 
• Extend reusable components across web and mobile platforms. 
• Ensure a cohesive experience across the entire product ecosystem.

Usability & Performance 

• Track user behavior and product metrics to evaluate usability and improve user engagement.  

Required Skills and Qualifications 

• UX/UI Design tools: Figma, AI, etc.  
• Research methods: Usability testing, user interviews, analytics analysis.  
• Prototyping: Low- and high-fidelity interactive prototypes.  
• Design systems: Ability to maintain and extend reusable design components.  
• Communication: Strong collaboration across local and global teams. 
• English: Strong verbal communication skills with the ability to communicate clearly and confidently. 
• 3–5+ years of professional UX/UI design experience (product design preferred).  
• Portfolio showcasing UX process (research → ideation → prototyping → delivery).   

What You’d Work On 

Users of Cropwise Operations range from farmers and farm managers to agronomists and retailers. Product designers help bridge complex agronomic data into clear, actionable user experiences — especially in mobile and web applications that support farm management, product analysis, and decision-making.  

The Company Offers 

• Opportunity to be a part of a best-in-class product that is used by thousands of companies around the world.  
• Annual performance bonus scheme.  
• Career growth opportunities.  
• An environment where you need to seek and implement unique solutions.  
• Training and development programs.  
• Young and dynamic team with a friendly and open culture.  
• Health and life insurance for employees and your family members.  
• 32 working days of paid annual leave and sick leave. 

About the Role  

The Product Manager for the Farm Management System (FMS) is responsible for translating strategic objectives and diverse stakeholder needs into clear, structured, and implementable software requirements.  

This role operates at the intersection of:  

• Global product strategy  
• Regional commercial needs  
• Large grower requirements  
• Engineering constraints  
• Integration partners (machinery, satellite, APIs)  

Approximately 70% of the role is focused on writing and maintaining high-quality software requirements, ensuring clarity, feasibility, and alignment with long-term product direction.  

This is a highly structured, detail-oriented product role with strong emphasis on prioritisation, scope control, and execution excellence.  

Key Responsibilities 

Feature Intake & Stakeholder Management  

• Collect feature requests from:  
• Commercial units (CUs)  
• Large growers  
• CP / Seeds business units  
• Customer success  
• Engineering  
• Integration partners  
• Clarify problem statements and expected business outcomes  
• Challenge unclear or misaligned requests  
• Identify overlaps, duplication, and local customizations  

Deliverable:  

• Structured feature intake documentation  

• Clear problem framing before development discussion 

   

Prioritisation & Strategic Alignment  

• Evaluate requests based on:  
• Strategic fit with FMS roadmap  
• Revenue impact  
• Adoption impact  
• Technical complexity  
• Global scalability  
• Regulatory / country constraints  
• Maintain and continuously refine prioritisation frameworks (e.g., RICE, Value vs Effort, Strategic Fit scoring)  
• Protect roadmap integrity against reactive feature creep  

Deliverable:  

• Transparent prioritisation model  
• Quarterly roadmap aligned with global product strategy  
• Executive-ready justification of decisions  

Software Requirements Definition (Primary Focus ~70%)  

The core of the role.  

• Translate approved features into:  
• Clear functional requirements  
• Non-functional requirements  
• Acceptance criteria  
• User flows  
• Edge cases  
• Define system behavior across:  
• Web  
• Mobile  
• API  
• Integrations (e.g., machinery, satellite, telematics)  
• Collaborate closely with UX to ensure usability consistency  
• Ensure alignment with architecture and technical constraints  
• Maintain structured documentation (e.g., Jira, Confluence, PRDs)  

Deliverable:  

• High-quality Product Requirement Documents (PRDs)  
• Detailed user stories with acceptance criteria  
• Reduced ambiguity for engineering teams  
• Minimal rework due to unclear specs  

Success metric:  

• Low development rework rate  
• Clear estimation cycles  
• Predictable delivery  

Cross-Functional Delivery Support  

• Work closely with:  
• Engineering  
• UX  
• Data science  
• DevOps  
• Integration teams  
• Participate in backlog grooming, sprint planning, and refinement  
• Clarify requirements during implementation  
• Validate feature behavior before release  

Deliverable:  

• High implementation clarity  
• Reduced requirement interpretation gaps  

Product Governance & Scalability  

• Ensure global consistency across countries  
• Avoid fragmentation of FMS core  
• Promote reusable, scalable feature design  
• Drive modular architecture thinking  

Required Skills and Qualifications 

Product Skills  

• Strong experience writing detailed software requirements  
• Experience in complex SaaS platforms  
• Ability to structure ambiguous inputs into precise specifications  
• Strong backlog management discipline  

• Advanced prioritisation and scope control capability  

   

Technical Understanding  

• Understanding of:  
• APIs  
• Data flows  
• Integrations  
• Enterprise SaaS architectures  

• Ability to discuss technical trade-offs with engineering  

   

Stakeholder Management  

• Comfortable handling conflicting requests  
• Able to say “no” with structured justification  

• Strong executive communication  

   

Domain Knowledge (Preferred)  

• Farm Management Systems / ERP  
• Agronomy workflows  
• Machinery integrations  
• Telematics  
• Enterprise growers  

The Company Offers  

Opportunity to be a part of a best-in-class product that is used by thousands of companies around the world.   

• Annual performance bonus scheme.   
• Career growth opportunities.   
• An environment where you need to seek and implement unique solutions.   
• Training and development programs.   
• Young and dynamic team with a friendly and open culture.   
• Health and life insurance for employees and your family members.   
• 32 working days of paid annual leave and sick leave.