Customs Brokerage Support

Descartes Unites the People and Technology that Move the World The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex. By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they’re needed, when they’re needed. We’re one of the most broadly deployed logistics and supply chain technology companies in the world. More than 26,000 customers around the globe use our cloud-based solutions to transform the way they move inventory and information to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions. Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) with headquarters in Waterloo, Ontario, Canada, and offices and partners around the world. With record financial performance for more than 16 years, we lead the industry in innovation investment. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive businesses of all sizes rely on our scale, stability, and comprehensive solution footprint to move what’s most important to them. Learn more at www.descartes.com. We’re growing fast and invite you to join our amazing team. Mission — Why the Job Exists The Customer Support Engineer exists to help customs brokerage customers keep critical U.S. import operations moving by resolving complex application, integration, infrastructure, and ACE/ABI issues quickly and accurately. This role combines deep customs brokerage knowledge with technical troubleshooting expertise to distinguish software defects from configuration, data, connectivity, integration, or regulatory issues and provide customers with clear, reliable resolutions when shipment clearance and filing deadlines are at risk. What Success Looks Like & What You’ll Do Resolve complex customs brokerage support issues accurately and efficiently by identifying whether problems originate in OneView, customer configuration, brokerage data, integrations, infrastructure, VPN connectivity, or CBP/ACE messaging. Protect customers from shipment and regulatory disruption by prioritizing production incidents based on filing deadlines, cargo-clearance impact, number of users affected, severity, and availability of a workaround. Improve first-time resolution and escalation quality by reproducing issues, gathering complete technical and brokerage evidence, documenting root cause, identifying workarounds, and escalating confirmed defects with actionable context. Provide expert support across the full U.S. customs entry lifecycle, including entry preparation, ACE/ABI transmission, cargo release, entry summary, duty payment, rejects, corrections, post-entry activity, PGA requirements, and related brokerage workflows. Strengthen customer confidence and adoption by translating technical findings into clear brokerage language for licensed customs brokers, entry writers, compliance teams, importers, and other operational users. Reduce recurring support issues by creating and improving diagnostic procedures, support documentation, training materials, and knowledge-base content covering common entry, transmission, integration, and connectivity problems. Improve cross-functional problem resolution by working effectively with brokerage specialists, Product, Development, Infrastructure, customers, external providers, and other technical teams on time-sensitive production issues. Maintain reliable production support coverage by managing cases according to business and regulatory impact and participating in scheduled after-hours or on-call support when customs clearance or filing deadlines may be affected. What We Are Looking For 3+ years of hands-on experience in U.S. customs brokerage operations, customs brokerage software support, or implementation of a Customs House Broker appli…

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