Customs Brokerage Support

Descartes combines innovative technology, powerful trade intelligence, and a global network to help goods, information, transportation assets, and people reach their destinations efficiently. With over 26,000 customers worldwide, our cloud-based solutions enhance productivity, ensure regulatory compliance, and adapt to rapidly changing market conditions. As a publicly traded company with a record of financial performance and innovation investment, Descartes leads the logistics and supply chain technology industry.

About the role

The Customer Support Engineer ensures critical U.S. import operations run smoothly by resolving complex application, integration, infrastructure, and ACE/ABI issues. This role blends deep customs brokerage knowledge with technical troubleshooting to distinguish software defects from configuration, data, connectivity, or regulatory issues, providing customers with clear resolutions when shipment clearance and filing deadlines are at risk.

Responsibilities

• Resolve complex customs brokerage support issues by identifying whether problems originate in OneView, customer configuration, brokerage data, integrations, infrastructure, VPN connectivity, or CBP/ACE messaging.
• Prioritize production incidents based on filing deadlines, cargo-clearance impact, number of users affected, severity, and workaround availability to prevent shipment and regulatory disruption.
• Improve first-time resolution and escalation quality by reproducing issues, gathering 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.
• Translate technical findings into clear brokerage language for licensed customs brokers, entry writers, compliance teams, importers, and operational users to strengthen customer confidence and adoption.
• 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.
• Collaborate with brokerage specialists, Product, Development, Infrastructure, customers, and external providers to resolve time-sensitive production issues.
• Manage cases according to business and regulatory impact and participate in scheduled after-hours or on-call support when customs clearance or filing deadlines may be affected.

Requirements

• 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 (PGA) requirements and PGA message-set data. Familiarity with 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.
• Experience investigating issues across the application, customer configuration, database, interfaces, and external CBP/ACE messaging.
• Familiarity with Remote Desktop Protocol (RDP) and remote-support tools to diagnose customer environments, application servers, and user workstations.
• Understanding of 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.

Qualifications

• U.S. Customs Broker License or demonstrated progress toward obtaining one is a plus.
• Hands-on Descartes OneView Customs House Broker experience is advantageous.

Benefits

This role offers the opportunity to combine deep customs brokerage expertise with advanced technical problem-solving, directly impacting customers' ability to clear shipments and meet regulatory obligations. You will work with sophisticated brokerage customers, gaining exposure to Descartes OneView, ACE/ABI, PGA requirements, integrations, infrastructure, and enterprise support environments. The position provides growth opportunities across application support, implementation, product knowledge, customs compliance, integrations, and technical troubleshooting.

Descartes fosters a team-focused culture that values collaboration, innovation, and work-life balance. We offer competitive compensation, great benefits, remote and flexible work hours, and a mission-driven environment where everyone’s contributions are recognized.

Pay

Salary range: $45,000 – $55,000 USD. Compensation is determined based on skills and experience. Similar positions in different geographic regions may not receive the same compensation.