Customer Support Engineer

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

As a Customer Support Engineer supporting Descartes' E-commerce solutions, you will help customers deliver reliable, seamless online commerce experiences by providing expert technical support for our applications.

Your work will ensure customers can resolve issues quickly, maintain business continuity, and maximize the value of the Descartes E-commerce platform through responsive service, proactive monitoring, and continuous improvement.

Outcomes — What Success Looks Like

• Deliver timely, high-quality support for Descartes' E-commerce applications, consistently meeting service level agreements and achieving high customer satisfaction.
• Troubleshoot and resolve customer-reported application issues efficiently, minimizing disruption to online order processing, fulfilment, and customer operations.
• Proactively monitor application performance, identify potential issues before they affect customers, and coordinate timely resolution with internal teams.
• Maintain complete and accurate case records, ensuring customer communications, troubleshooting activities, and resolutions are fully documented.
• Develop and maintain support documentation, knowledge articles, and diagnostic procedures that improve resolution times and enable knowledge sharing across the team.
• Collaborate effectively with Engineering, Product Management, and Customer Success teams to investigate and resolve complex technical issues.
• Provide dependable participation in the rotating on-call support schedule to ensure critical customer issues are addressed outside standard business hours.

Skills & Competencies — How the Work Gets Done

Technical Skills

• College or university education in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
• Minimum of two years' experience supporting enterprise software applications in a customer-facing technical support environment.
• Experience troubleshooting web-based or SaaS applications.
• Working knowledge of relational databases, including Microsoft SQL Server and Microsoft Access.
• Strong analytical and diagnostic skills with the ability to investigate complex technical issues.
• Experience creating technical documentation and support knowledge articles.
• Experience supporting E-commerce platforms, Order Management Systems, Supply Chain, Logistics, or Transportation Management solutions is considered an asset.

Professional Competencies

• Customer-focused with a proactive, solution-oriented mindset.
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced support environment.
• Demonstrates resilience and sound judgment when working under pressure.
• Works collaboratively across global, cross-functional teams while taking ownership of customer issues from initiation through resolution.
• Continuously seeks opportunities to improve customer experience and operational efficiency.

Culture Add: TEAM Values

We value team members who communicate with transparency, sharing information openly and building trust across functions. You bring excellence and expertise to your craft, holding a high bar for quality while continuously improving your skills. You demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results.

You are driven by metrics, using data and experimentation to improve customer experience, operational performance, and business outcomes.

Aptitudes

• Smart: Quickly understands complex systems, diagnoses technical issues, and makes sound decisions.
• Curious: Continuously explores customer challenges, emerging technologies, and opportunities to improve support processes.
• Coachable: Embraces feedback, adapts to change, and actively develops new technical and professional skills.

What's in It for You

Join a team that supports technology powering critical e-commerce operations for customers around the world. You'll work with modern SaaS solutions, collaborate with the internal teams, and gain exposure to complex integration and commerce technologies.

This role offers opportunities to deepen your technical expertise, expand your scope across the Descartes E-commerce portfolio, and contribute directly to customer success in a collaborative, fast-paced environment that encourages continuous learning and career growth.

Salary Range

$50,000 to $60,000 CAD

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 or currency

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.

At Descartes, everyone has a voice and the best idea wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory.

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.

If you feel you have 70% of the qualifications we are looking for, and Descartes sounds like the team and the mission you want to be part of, apply now. We can't promise it will be a fit, but we do promise to consider your experience.

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 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 status, or any other characteristic protected by federal, provincial, or local law.

For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics at Descartes.com. 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 hrna@descartes.com. 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.