Customs Brokerage Support Specialist

The Descartes Systems Group Inc.; Northern (KY); Hybrid; USD 50,000 - 60,000; Full time

Job summary

The Descartes Systems Group Inc. is hiring a Customer Support Engineer to help U.S. customs brokerage customers resolve complex issues fast. The role blends deep brokerage knowledge with technical troubleshooting to distinguish defects from configuration and data problems.

You will handle entry lifecycle activities, provide guidance to brokers, and improve diagnostic procedures while working with internal teams and clients.

Qualifications

• 3+ years in U.S. customs brokerage operations or related software support.
• Experience with the full U.S. customs entry lifecycle (entry prep, ACE/ABI, cargo release).
• Ability to troubleshoot CBP/ACE validation errors and data issues.

Responsibilities

• Resolve complex customs brokerage support issues accurately and efficiently.
• Protect customers from shipment and regulatory disruption.
• Improve first-time resolution and escalation quality with clear context.

Skills

U.S. customs brokerage operations

customs brokerage software support

ACE/ABI transmission

NetCHB/Questaweb

Remote support tools (RDP)

troubleshooting complex issues

communication to brokerage users

Education

Bachelor-level/equivalent preferred

Tools

NetCHB/Questaweb

Oneview

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 the Job Exists

The Customer Support Engineer exists to help customs brokerage customers keep critical U.S. import operations moving by resolving complex application, integration, infrastructure, and ACE/ABI issues quickly and accurately. This role combines deep customs brokerage knowledge with technical troubleshooting expertise to distinguish software defects from configuration, data, connectivity, integration, or regulatory issues and provide customers with clear, reliable resolutions when shipment clearance and filing deadlines are at risk.

What Success Looks Like & what you’ll do:

1. Resolve complex customs brokerage support issues accurately and efficiently by identifying whether problems originate in NetCHB/Questaweb, customer configuration, brokerage data, integrations, infrastructure, VPN connectivity, or CBP/ACE messaging.
2. Protect customers from shipment and regulatory disruptionby prioritizing production incidents based on filing deadlines, cargo-clearance impact, number of users affected, severity, and availability of a workaround.
3. Improve first-time resolution and escalation qualityby reproducing issues, gathering complete technical and brokerage evidence, documenting root cause, identifying workarounds, and escalating confirmed defects with actionable context.
4. Provide expert support across the full U.S. customs entry lifecycle, including entry preparation, ACE/ABI transmission, cargo release, entry summary, duty payment, rejects, corrections, post-entry activity, PGA requirements, and related brokerage workflows.
5. Strengthen customer confidence and adoptionby translating technical findings into clear brokerage language for licensed customs brokers, entry writers, compliance teams, importers, and other operational users.
6. Reduce recurring support issuesby creating and improving diagnostic procedures, support documentation, training materials, and knowledge-base content covering common entry, transmission, integration, and connectivity problems.
7. Improve cross-functional problem resolutionby working effectively with brokerage specialists, Product, Development, Infrastructure, customers, external providers, and other technical teams on time-sensitive production issues.
8. Maintain reliable production support coverageby managing cases according to business and regulatory impact and participating in scheduled after-hours or on-call support when customs clearance or filing deadlines may be affected.

What we are looking for:

• 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.
• Working knowledge of ISF, entry summaries, statements, ACH duty payments, liquidation, reconciliation, protests, Post Summary Corrections, and AD/CVD entries.

• Hands-on experience supportingDescartes NetCHB/Questawebis strongly preferred.
• Ability to navigate and troubleshoot brokerage workflows including entry creation, validation, transmission, status tracking, corrections, customer and importer setup, reference data, document handling, and reporting.
• Ability to investigate issues across the application, customer configuration, database, interfaces, and external CBP/ACE messaging.

• Experience using Remote Desktop Protocol (RDP) and remote-support tools to diagnose customer environments, application servers, and user workstations.
• Familiarity with database concepts, file-transfer processes, EDI, APIs, and batch-processing workflows.

• Ability to explain complex technical findings clearly to brokerage professionals without requiring customers to translate between software and customs terminology.
• Experience training brokerage users and creating support procedures or knowledge-base documentation is preferred.

Good to have

• U.S. Customs Broker License or demonstrated progress toward obtaining one.
• Hands-on experience with NetCHB/QuestaWeb/Oneview.

What’s in It for You

This is an opportunity to combine deep customs brokerage expertise with advanced technical problem solving in a role where your work has an immediate impact on customers’ ability to clear shipments and meet regulatory obligations.

You will work directly with sophisticated brokerage customers and gain deeper exposure to Descartes CHB/QuestaWeb, ACE/ABI, PGA requirements, integrations, infrastructure, and enterprise support environments.

Over time, you can expand your expertise across application support, implementation, product knowledge, customs compliance, integrations, and technical troubleshooting.

Salaray range: $50,000 – $60,000 USD.

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.

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/Affirmative Action 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 Veteran status, or any other characteristic protected by federal, state, or local law. For more information about our commitment to equal employment opportunity, please review our EEO is the Law, Pay Transparency Nondiscrimination Statement, EEO/AA Statement. Descartes participates in the E-Verify program. Notice of E-Verify Participation Right to Work (English and Spanish). Descartes is committed to working with and providing reasonable accommodations to job applicants with disabilities. Applicants in North America with a disability who require a reasonable accommodation for any part of the application or hiring process can email us at [e-mail]. Provide your name and contact information along with the accommodation needed to assist you with the application process. Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis.

Source jobs.descartes.com