Senior Technical Support Representative (GB)

The Descartes; Southwestern Ontario; On-site; GBP 35,000 - 52,000; Full time

Job summary

Descartes is seeking a Technical Support Analyst to provide high-quality support for world-wide transport management software. You will own complex issues, analyze data and integrations, and guide customers to effective resolutions while mentoring teammates and shaping smarter support processes.

The role emphasizes independent problem ownership, clear communication in English, and collaboration with services and development teams to improve automation and AI-driven support capabilities.

Qualifications

• Several years of experience in technical or application support for complex business software.
• Experience in transport management and logistics, ideally both.
• Ability to work independently and own issues through to resolution.
• Strong analytical and structured troubleshooting skills.
• Clear English communication with customers and colleagues.
• Experience coaching or training others.

Responsibilities

• Own complex customer issues from start to finish and drive resolution.
• Investigate data, integration, and system problems using troubleshooting, SQL, and log analysis.
• Provide clear technical guidance to customers and internal teams.
• Mentor colleagues and share knowledge through training and documentation.
• Collaborate with Professional Services and Development teams.
• Assist in smooth handover of new customers from projects into Support.
• Identify opportunities to improve the Support function, including AI and automation.

Skills

Technical support

SQL skills

Data analysis

Mentoring

English communication

Tools

EDI integrations

APIs

TMS knowledge

Job description

Descartes Unites the People and Technology that Move the World The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex. By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they're needed, when they're needed. 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 to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions. Descartes is 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. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive businesses of all sizes rely on our scale, stability, and comprehensive solution footprint to move what's most important to them. Learn more at www.descartes.com. We're growing fast and invite you to join our amazing team.

Mission - Why This Role Exists

As a Technical Support Analyst, you will play a key role in ensuring customers receive reliable, high-quality support for business-critical transport management software used across the world. This role exists to provide strong technical ownership of complex issues, strengthen the capability of the Support team, and help customers, colleagues, and third parties reach clear and effective solutions. You will take a hands-on approach to investigation rather than simply passing issues on. You will form a view on root cause, guide resolution, mentor colleagues, and help shape the Support function of the future through smarter processes, AI tools, and automation.

Outcomes - What Success Looks Like

1. Own complex customer issues from start to finish, acting as a trusted escalation point and driving issues through to clear resolution.
2. Investigate and resolve data, integration, and system-related problems using structured troubleshooting, SQL, and log analysis where appropriate.
3. Provide clear technical guidance to customers, internal teams, and third parties by explaining the cause of issues, recommended fixes, and next steps.
4. Strengthen team capability by mentoring colleagues and sharing knowledge through documentation, training, and day-to-day coaching.
5. Contribute to building a strong Support team by participating in technical interviews for Support candidates.
6. Represent Support effectively in collaboration with customers, Professional Services, and Development teams.
7. Manage the handover of new customers from projects into Support, helping ensure a smooth and well-coordinated transition.
8. Identify practical opportunities to improve the Support function, including work that can transition into Support and opportunities to use AI and automation.

Skills & Competencies - How the Work Gets Done

Technical Expertise - Highly appreciated when you bring :

• Several years of experience in technical or application support for complex business software, or strong experience in transport management and logistics; ideally both
• A demonstrated ability to work independently and take full ownership of technical issues through to resolution
• Strong analytical skills and a structured, methodical approach to troubleshooting
• Clear and confident communication in English with customers, colleagues, and third parties
• Experience coaching, mentoring, or training others

Nice to Have

• Experience supporting Transport Management Systems (TMS)
• SQL skills for troubleshooting, data investigation, and analysis
• Knowledge of EDI and integrations, including EDIFACT, XML, X12, and APIs
• Interest in AI tools, automation, and new ways of improving technical support

Key Attributes

• Mature, independent, and confident in making decisions and taking ownership
• Reflective and willing to learn from setbacks, with the ability to identify what could be done differently next time
• Patient and helpful when mentoring others, while remaining direct and clear in communication
• Curious about new technology and new ways of working
• Comfortable operating with autonomy and contributing ideas that improve team effectiveness

Culture Add: TEAM Values

We value team members who communicate openly, share information transparently, and build trust across functions. You bring excellence and expertise to your craft, maintaining a high standard of quality while continuously developing your skills. You demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results. You are driven by evidence and practical insight, using data and thoughtful