[Hiring] Technical Customer Support Specialist @The Descartes

Role Description

As a Technical Customer Support Specialist , your mission is to help enterprise customers get the most from our Transportation Management Software (TMS) by diagnosing and resolving complex technical issues. You’ll work directly with customers and partner with Product, Engineering, and Hosting teams to deliver timely resolutions and a strong customer experience.

• Diagnose and resolve complex customer issues across our cloud-based TMS platform.
• Own customer cases through resolution, providing clear and timely communication.
• Partner with Product, Engineering, and Hosting teams to escalate issues and identify root causes.
• Document solutions and contribute to a scalable technical knowledge base.
• Develop deep product expertise and stay current on releases and platform changes.
• Support urgent customer issues outside regular business hours when required.

Qualifications

• 3–5 years of customer-facing software support or troubleshooting experience in a Cloud/SaaS environment, or a relevant degree in IT, Engineering, Logistics, or a related field.
• A degree in Mathematics or any related subject is essential.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to learn complex technologies quickly and work independently.
• Knowledge of transportation modes such as TL, LTL, Parcel, and Intermodal is preferred.
• Experience with TMS platforms, SQL, Java, JSON, or XML is an asset.

Requirements

• Communicate with transparency, sharing information openly and building trust across functions.
• Bring excellence and expertise to your craft, holding a high bar for quality while continuously improving your skills.
• Demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results.
• Be driven by metrics, using data and experimentation to inform decisions and deliver measurable impact.

Benefits

• Build expertise at the intersection of SaaS, transportation, and supply chain technology.
• Work directly with enterprise customers and collaborate with Product and Engineering.
• Autonomy to solve challenging problems and influence improvements to the customer experience.
• Expand your technical scope as you grow.
• Remote opportunity open to candidates authorized to work in Canada or the United States.
• Salary Range: $70,000 to $80,000 CAD.

Company Description

Descartes is 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.

We are committed to working with customers to conserve resources and enhance sustainability.