[Hiring] Customs Brokerage Support Specialist @The Descartes

Role Description

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.

• 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.

Qualifications

• 3+ years of hands-on experience in U.S. customs brokerage operations, customs brokerage software support, or implementation of a Customs House Broker application.
• Strong working knowledge of the complete U.S. customs entry lifecycle, including shipment and document intake, entry preparation, HTS classification, country of origin, customs valuation, ACE/ABI transmission, special tariff programs, cargo release, entry summary, duty payment, rejects, corrections, and post-entry activity.
• Ability to interpret and troubleshoot CBP and ACE/ABI validation errors, rejects, status messages, and incomplete or inconsistent entry data.
• Experience with Partner Government Agency requirements and PGA message-set data. Experience supporting agencies such as FDA, USDA/APHIS, EPA, DOT/NHTSA, FCC, or Fish and Wildlife is an asset.
• Working knowledge of ISF, entry summaries, statements, ACH duty payments, liquidation, reconciliation, protests, Post Summary Corrections, and AD/CVD entries.
• Hands-on experience supporting Descartes OneView Customs House Broker is strongly preferred.
• Ability to navigate and troubleshoot brokerage workflows including entry creation, validation, transmission, status tracking, corrections, customer and importer setup, reference data, document handling, and reporting.
• Ability to investigate issues across the application, customer configuration, database, interfaces, and external CBP/ACE messaging.
• Experience using Remote Desktop Protocol (RDP) and remote-support tools to diagnose customer environments, application servers, and user workstations.
• Familiarity with database concepts, file-transfer processes, EDI, APIs, and batch-processing workflows.
• Ability to explain complex technical findings clearly to brokerage professionals without requiring customers to translate between software and customs terminology.
• Experience training brokerage users and creating support procedures or knowledge-base documentation is preferred.

Requirements

• Good to have U.S. Customs Broker License or demonstrated progress toward obtaining one.
• Hands-on Descartes OneView Customs House Broker experience.

Benefits

• This is an opportunity to combine deep customs brokerage expertise with advanced technical problem solving in a role where your work has an immediate impact on customers' ability to clear shipments and meet regulatory obligations.
• You will work directly with sophisticated brokerage customers and gain deeper exposure to Descartes OneView, ACE/ABI, PGA requirements, integrations, infrastructure, and enterprise support environments.
• Over time, you can expand your expertise across application support, implementation, product knowledge, customs compliance, integrations, and technical troubleshooting.
• Salary range: $45,000 – $55,000 USD.
• Competitive compensation, great benefits, remote and flexible work hours.