[Hiring] Technical Support Representative @The Descartes

Role Description

As a Technical Support Representative, you will play a critical role in ensuring our customers receive reliable, high-quality technical support that keeps their transport and logistics operations running smoothly. This role exists to strengthen our ability to resolve complex technical issues, improve customer outcomes, and help evolve the future of Support through smarter processes, automation, AI-driven tools, and collaborative problem-solving.

Outcomes — What Success Looks Like

• Deliver timely, professional, and effective resolution of technical support tickets while consistently meeting agreed SLA targets.
• Successfully investigate and resolve complex application, data, and integration issues related to Transport Management Systems, EDI, and customer workflows.
• Improve customer satisfaction and support reliability by identifying recurring issues and contributing practical process improvements.
• Strengthen team capability by actively sharing knowledge, supporting colleagues, and contributing to internal documentation and training resources.
• Support successful onboarding and transition of new customers into the Support function, ensuring a smooth and positive customer experience.
• Contribute to the evolution of the Support organisation by identifying opportunities to leverage AI tools, automation, and smarter support workflows.
• Build strong cross-functional relationships with Operations, Product, Development, and Customer teams to drive faster issue resolution and continuous improvement.

Qualifications

• 5+ years of experience in technical support, application support, logistics, transport operations, or a related field.
• Experience supporting Transport Management Systems (TMS) or other business-critical operational software.
• Strong understanding of transport, haulage, and logistics processes.
• Working knowledge of EDI standards and protocols, including EDIFACT, XML, and X12.
• SQL skills for troubleshooting, data investigation, and issue analysis.
• Ability to diagnose technical problems, ask effective questions, and communicate solutions clearly to both technical and non-technical audiences.
• Experience collaborating across internal teams and directly with customers to resolve issues efficiently.

Skills & Competencies — How the Work Gets Done

• Communicates clearly, confidently, and professionally.
• Comfortable contributing ideas, raising concerns, and participating actively in team discussions.
• Proactive and accountable, with the ability to take ownership of issues through to resolution.
• Collaborative and approachable, with a willingness to support and mentor others.
• Curious mindset with an interest in continuous learning, process improvement, and emerging technologies.
• Adaptable and calm under pressure within a fast-paced support environment.
• Open to change and excited by opportunities to improve how support is delivered through automation and AI-enabled solutions.

Culture Add: TEAM Values

• We value team members who communicate openly, sharing information transparently and building trust across functions.
• You bring excellence and expertise to your craft, holding a high bar for quality while continuously improving your skills.
• You demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results.
• You are driven by metrics, using data and experimentation to inform decisions and deliver measurable impact.

Aptitudes

• Smart: Able to quickly understand complex systems, connect ideas, and make sound judgments.
• Curious: Actively seeks to understand customer problems, emerging technologies, and better ways of working.
• Coachable: Open to feedback, willing to adapt, and continuously improving through learning.

Benefits

• Opportunity to work in a collaborative, supportive, and highly knowledgeable international team.
• Exposure to transport and logistics technology, EDI integrations, SQL troubleshooting, and business-critical customer environments.
• A role where your ideas, input, and technical expertise will directly influence how Support evolves.
• Opportunity to contribute to the future of customer support through AI, automation, and smarter operational processes.
• Ongoing opportunities to grow your technical, operational, and customer-facing skills.
• Autonomy and ownership within a fast-moving and evolving support environment.
• Fully remote working arrangement with opportunities for long-term career growth within a global software organisation.

Join Us

As we scale, we’re looking for new doers, collaborators and innovators to join Descartes in uniting the people and technology that move the world as the Global Leader in Logistics and Supply Chain Technology. We’re entrepreneurial, hardworking, geeky-in-a-good way problem solvers. Guided by our values, we nurture a TEAM focused culture that invests in people and creates opportunities for advancement across a broad spectrum of career paths. We prioritize work-life balance and foster an environment with the space to take ownership, to be heard, and to carve a path for your individual accomplishments to help drive our success. At Descartes, everyone has a voice and the best idea wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory.