Customs Brokerage Tech 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

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.