Customs Brokerage Support Engineer

The Descartes Systems Group Inc.; Northern (KY); Hybrid; USD 45,000 - 55,000; Full time

Job summary

Descartes Systems Group Inc. is seeking a Customer Support Engineer in the United States to resolve complex customs brokerage issues across OneView, ACE/ABI, and PGA workflows.

This role combines deep brokerage expertise with technical problem solving to prevent shipment delays and regulatory risk. You will reproduce issues, document root causes, and provide clear, actionable resolutions while coordinating with brokers and internal teams.

Qualifications

• 3+ years of hands-on experience in U.S. customs brokerage operations, customs brokerage software support, or implementation of a Customs House Broker application.
• Strong working knowledge of the complete U.S. customs entry lifecycle, including shipment and document intake, entry preparation, HTS classification, country of origin, customs valuation, ACE/ABI transmission, special tariff programs, cargo release, entry summary, duty payment, rejects, corrections, and post-entry activity.
• Ability to interpret and troubleshoot CBP and ACE/ABI validation errors, rejects, status messages, and incomplete or inconsistent entry data.
• Experience with Partner Government Agency requirements and PGA message-set data. Experience supporting agencies such as FDA, USDA/APHIS, EPA, DOT/NHTSA, FCC, or Fish and Wildlife is an asset.

Responsibilities

• Resolve complex customs brokerage support issues accurately and efficiently by identifying where problems originate (OneView, configuration, data, integrations, or messaging).
• Protect customers from shipment and regulatory disruption by prioritizing incidents around deadlines and impact.
• Improve first-time resolution by gathering evidence, documenting root cause, and escalating defects with context.
• Provide expert support across the full U.S. customs entry lifecycle including entry preparation, transmission, release, and post-entry activity.
• Translate technical findings into brokerage language for licensed brokers and importers.
• Reduce recurring issues by creating diagnostics and knowledge-base content.
• Collaborate with brokerage specialists, Product, Development, and customers on time-sensitive issues.
• Maintain production coverage and participate in after-hours support when deadlines may be affected.

Skills

Customs brokerage operations

U.S. customs lifecycle

Troubleshooting

Remote desktop tools

Tools

OneView Customs House Broker

RDP

APIs

EDI

Job description

Descartes Systems Group Inc. is seeking a Customer Support Engineer in the United States to resolve complex customs brokerage issues across OneView, ACE/ABI, and PGA workflows.

This role combines deep brokerage expertise with technical problem solving to prevent shipment delays and regulatory risk. You will reproduce issues, document root causes, and provide clear, actionable resolutions while coordinating with brokers and internal teams.