[Remote] Customs Brokerage Support Job Details | The Descartes

Note: The job is a remote job and is open to candidates in USA. Descartes Systems Group provides logistics and supply chain technology that helps organizations manage the movement of goods, information, transportation assets, and people. The Customer Support Engineer supports customs brokerage customers by resolving complex application, integration, infrastructure, connectivity, and ACE/ABI issues, while protecting shipment clearance and regulatory filing deadlines. The role also documents solutions, improves support processes, and collaborates with technical and brokerage teams on production issues.

Responsibilities

• 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

Skills

• 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 requirements and PGA message-set data
• Working knowledge of ISF, entry summaries, statements, ACH duty payments, liquidation, reconciliation, protests, Post Summary Corrections, and AD/CVD entries
• 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 supporting agencies such as FDA, USDA/APHIS, EPA, DOT/NHTSA, FCC, or Fish and Wildlife is an asset
• Hands-on experience supporting Descartes OneView Customs House Broker is strongly preferred
• Experience training brokerage users and creating support procedures or knowledge-base documentation is preferred
• U.S. Customs Broker License or demonstrated progress toward obtaining one
• Hands-on Descartes OneView Customs House Broker experience

Benefits

• Deeper exposure to Descartes OneView, ACE/ABI, PGA requirements, integrations, infrastructure, and enterprise support environments
• Opportunities to expand expertise across application support, implementation, product knowledge, customs compliance, integrations, and technical troubleshooting
• Opportunities for advancement across a broad spectrum of career paths
• Work-life balance
• Remote and flexible work hours

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