Technical Support Representative- Columbia

Descartes Systems Group; Colombia; Remote; COP 42,000,000 - 66,000,000; Full time

Job summary

Descartes Systems Group is a fully remote opportunity based in Colombia, serving a global customer base with cloud-based TMS platform support. The role focuses on diagnosing issues, managing customer cases end-to-end, and collaborating with cross-functional teams to resolve escalations.

Applicants should have a STEM degree and 3–5 years in cloud/SaaS technical support, plus excellent English skills and strong analytical abilities. Remote with after-hours support may be required.

Qualifications

• Bachelor's degree in a STEM field (e.g., Computer Science, IT, Engineering)
• 3–5 years of technical support or troubleshooting in Cloud/SaaS
• Excellent written and spoken English (C1 level preferred) for global enterprise support
• Strong analytical, troubleshooting, and problem-solving skills
• Customer-focused with clear communication of technical issues
• Ability to work independently, manage priorities, and learn complex tech quickly

Responsibilities

• Diagnose and troubleshoot complex issues across our cloud-based TMS platform.
• Manage cases through resolution with clear, timely communication to global customers.
• Collaborate with Product, Engineering, and Hosting to investigate escalations and root causes.
• Document solutions and contribute to the knowledge base to improve support efficiency.
• Build product expertise by staying current on platform capabilities, integrations, and releases.
• Support critical incidents, including occasional after-hours work when required.

Skills

Bachelor's degree in STEM

Cloud/SaaS support

English proficiency (C1)

Analytical/problem-solving

Customer-focused

Independent work

Education

Bachelors in STEM / Engineering / Computer Science

Tools

SQL

Java

JSON

XML

APIs

Software integrations

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.

Outcomes - What Success Looks Like

• 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.

Skills & Competencies

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.

Preferred Qualifications

• 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.

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

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

Location & Working Arrangements

This is a fully remote position based in Colombia, open to candidates legally authorized to work in the country. Excellent written and verbal English communication skills are mandatory, as the role involves direct interaction with global customers and international teams. Flexibility to support urgent issues outside regular business hours may occasionally be required.

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.