[Hiring] Implementation Engineer @The Descartes

Role Description

The Implementation Engineer will lead customers through the technical onboarding and configuration of Descartes’ logistics platforms, ensuring a smooth transition from purchase to go-live. You’ll translate customer requirements into system setups, troubleshoot issues, validate integrations, and ensure users are fully prepared to operate within the platform.

This role is ideal for a candidate with experience in logistics software implementation or brokerage processes, bringing both technical insight and operational understanding to ensure customers onboard with confidence and efficiency.

Key Responsibilities:

• Customer Onboarding and Solution Deployment
  • Configure platform settings, workflows, and rules to align with customers’ operational needs.
  • Guide customers through data setup, connectivity testing, and validation processes.
  • Ensure customers reach key go-live milestones on time and with minimal friction.
• Technical Guidance and Troubleshooting
  • Provide detailed guidance on integration options (API, EDI, and TMS connectivity), data mapping, and system compatibility.
  • Identify, diagnose, and resolve onboarding-stage technical issues.
  • Collaborate with product and support teams when escalations are required.
• Customer Education and Readiness
  • Deliver training sessions and feature explanations to ensure confident adoption.
  • Develop implementation documentation, checklists, and best-practice guides that scale across customers.
  • Ensure customers understand operational workflows, performance expectations, and recommended configurations.
• Project Coordination and Cross-Team Collaboration
  • Partner with Sales, Product, Support, and Technical Account Manager teams to ensure smooth handoff and customer continuity.
  • Communicate customer requirements, recurring onboarding themes, and enhancement ideas to internal teams.
  • Maintain accurate documentation of onboarding activities, timelines, risks, and progress.
• Quality, Consistency, and Process Improvement
  • Contribute to the refinement of onboarding processes and reusable configuration templates.
  • Recommend ways to shorten time-to-value during implementation.
  • Identify patterns and propose scalable solutions that enhance the onboarding experience for SMB customers.

Qualifications

• Problem Solvers: You enjoy digging into technical details, understanding how systems connect, and figuring out what’s not working.
• Self-Starters: You manage your workload proactively and stay organized across multiple concurrent onboarding projects.
• Clear Communicators: You can explain technical concepts in a way that makes customers feel supported and confident.
• Curious Learners: You’re eager to deepen your knowledge of logistics workflows, integrations, and SaaS best practices.
• Coachable & Adaptable: You’re welcome feedback and are comfortable adjusting to new tools and processes.
• Ownership-Driven: You take responsibility for guiding customers to a successful go-live and don’t settle for incomplete outcomes.
• Innovators: You're excited to use automation and AI tools to improve implementation efficiency and consistency.

Benefits

• Work remotely from anywhere in North America with flexibility and autonomy.
• Play a key role in helping logistics organizations adopt tools that make their operations more efficient and resilient.
• Collaborate with a value-driven team focused on innovation, quality, and service.
• Grow your technical and industry skill set with mentorship, internal training, and cross-team exposure.
• Salary range: $65,000 USD.

Company Description

Descartes unites the people and technology that move the world. 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.