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. 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. The Customer Support Engineer exists to help customs brokerage customers keep critical U.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.

Resolve complex customs brokerage support issues accurately and efficiently by identifying whether problems originate in OneView, customer configuration, brokerage data, integrations, infrastructure, VPN connectivity, or CBP/ACE messaging.

- Protect customers from shipment and regulatory disruption by prioritizing production incidents based on filing deadlines, cargo‑clearance impact, number of users affected, severity, and availability of a workaround.
- Improve first‑time resolution and escalation quality by reproducing issues, gathering complete technical and brokerage evidence, documenting root cause, identifying workarounds, and escalating confirmed defects with actionable context.
- 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.
- Strengthen customer confidence and adoption by translating technical findings into clear brokerage language for licensed customs brokers, entry writers, compliance teams, importers, and other operational users.




- Reduce recurring support issues by creating and improving diagnostic procedures, support documentation, training materials, and knowledge‑base content covering common entry, transmission, integration, and connectivity problems.
- Improve cross‑functional problem resolution by working effectively with brokerage specialists, Product, Development, Infrastructure, customers, external providers, and other technical teams on time‑sensitive production issues.
- Maintain reliable production support coverage by 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.

S. customs brokerage operations, customs brokerage software support, or implementation of a Customs House Broker application.

- 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 supporting Descartes OneView Customs House Broker is 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.
- Hands‑on Descartes OneView Customs House Broker experience.

This is an prospect 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 OneView, 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.

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: Join a team that’s committed to working with customers to conserve resources and enhance sustainability.

We offer competitive compensation, great benefits, remote and flexible work hours, and the chance to join a company on an awesome mission with a great existing team and trajectory. 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. 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. 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 View email address on apply.j-vers.com 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.

📌 Applications Support Specialist - Remote (Montreal)
🏢 Descartes Group
📍 Montreal