Remote Customs Brokerage Support Engineer

Descartes Systems Group; United States; On-site; USD 45,000 - 55,000; Full time

Job summary

Descartes, a global leader in logistics and supply chain technology, seeks a Customer Support Engineer to help U.S. customs brokerage customers keep critical import operations moving by resolving complex application and integration issues.

The role combines deep brokerage knowledge with technical troubleshooting to distinguish software defects from configuration or regulatory problems, providing clear, reliable resolutions under tight deadlines.

Qualifications

• 3+ years in U.S. customs brokerage operations or software support.

Responsibilities

• Resolve complex customs brokerage support issues by identifying whether problems originate in OneView, configurations, brokerage data, or integrations.
• Prioritize production incidents based on filing deadlines, cargo impact, users affected, severity, and available workarounds.
• Reproduce issues, gather evidence, document root cause, and escalate defects with actionable context.
• Provide expert support across the full U.S. customs entry lifecycle including entry preparation, ACE/ABI transmission, cargo release, and post-entry activity.
• Communicate complex technical findings in brokerage terms to licensed customs brokers and importers.
• Create and improve diagnostic procedures, support docs, and knowledge-base content.
• Coordinate with brokerage specialists, Product, Development, and external providers on time-sensitive issues.
• Maintain after-hours/on-call support when deadlines may be affected

Skills

Customs brokerage operations

ACE/ABI knowledge

CBP error troubleshooting

Remote desktop

Brokerage communications

Tools

OneView Customs House Broker

Job description

Descartes, a global leader in logistics and supply chain technology, seeks a Customer Support Engineer to help U.S. customs brokerage customers keep critical import operations moving by resolving complex application and integration issues.

The role combines deep brokerage knowledge with technical troubleshooting to distinguish software defects from configuration or regulatory problems, providing clear, reliable resolutions under tight deadlines.