Technical Support Representative

The Descartes Systems Group Inc.; Southwestern Ontario; Remote; CAD 70,000 - 80,000; Full time

Job summary

Descartes Systems Group Inc. is seeking a Technical Customer Support Specialist to diagnose and resolve complex issues in our cloud-based TMS.

You will work directly with enterprise customers and partner with Product, Engineering, and Hosting teams to deliver timely resolutions and a high-quality customer experience. The role requires 3–5 years in customer-facing software support in a Cloud/SaaS environment or a related field, along with a Mathematics-related degree.

Qualifications

• 3–5 years of customer-facing software support in a Cloud/SaaS environment or a related field
• A degree in Mathematics or 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

Responsibilities

• Diagnose and resolve complex customer issues across our cloud-based TMS platform
• Own customer cases through resolution with clear and timely communication
• Collaborate 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

Skills

Customer-facing support

Analytical skills

Strong communication

Independent learner

Transportation knowledge

Education

Mathematics degree

IT/Engineering/Logistics degree

Tools

SQL

JSON

XML

Java

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.

Mission

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.

Outcomes

• 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 escalated 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.

Skills & Competencies

• 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.

Culture Add: TEAM Values

We value team members who communicate with transparency, sharing information openly 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.

What’s in It for You

You’ll build expertise at the intersection of SaaS, transportation, and supply chain technology while working directly with enterprise customers and collaborating with Product and Engineering. You’ll have the autonomy to solve challenging problems, influence improvements to the customer experience, and expand your technical scope as you grow.

Location

This is a remote opportunity open to candidates authorized to work in Canada or the United States. Employment sponsorship is not available for this position.

Salary Range

$70,000 to $80,000 CAD. Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation.

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.

Descartes also has a deep sense of environmental responsibility. Learn more about how we helped our customers save over 552,000 metric tons of CO2 in 2020 by reducing fuel and paper consumption: https://www.descartes.com/who-we-are/social-responsibility-sustainability/environmental-impact. Join a team that’s committed to working with customers to conserve resources and enhance sustainability.

We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews.

We are an Equal Employment employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected status, or any other characteristic protected by federal, provincial, or local law. For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics at Descartes.com