[Hiring] Technical Support Representative @The Descartes

Role Description

As a Technical Customer Support Specialist at Descartes, you'll help global enterprise customers maximize the value of our Transportation Management Software (TMS) by resolving complex technical issues. You'll collaborate with Product, Engineering, and Hosting teams to deliver effective solutions and an exceptional customer experience.

• Resolve technical issues: Diagnose and troubleshoot complex issues across our cloud-based TMS platform.
• Own the customer experience: Manage cases through resolution, providing clear, timely communication to global customers.
• Collaborate across teams: Partner with Product, Engineering, and Hosting to investigate escalations and identify root causes.
• Improve support efficiency: Document solutions and contribute to our technical knowledge base.
• Build product expertise: Stay current on platform capabilities, integrations, and releases.
• Support critical incidents: Respond to urgent customer issues, including occasional after-hours support when required.

Qualifications

• Bachelor's degree in a STEM field, such as Computer Science, IT, or Engineering.
• Ideally 3–5 years of technical support or troubleshooting experience in a Cloud/SaaS environment.
• Excellent written and spoken English (C1 level or equivalent preferred) is essential for supporting global enterprise customers.
• Strong analytical, troubleshooting, and problem-solving skills.
• Customer-focused approach with the ability to communicate technical issues clearly.
• Ability to work independently, manage priorities, and learn complex technologies quickly.

Requirements

• Knowledge of transportation modes (TL, LTL, Parcel, Intermodal).
• Experience with TMS or supply chain software.
• Familiarity with SQL, Java, JSON, XML, APIs, or software integrations.

Benefits

• Build expertise in SaaS, transportation, and supply chain technology while supporting global enterprise customers.
• Collaborate with Product and Engineering, solve meaningful technical challenges, and have opportunities to grow your skills and career at Descartes.

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 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.

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.