Note: The job is a remote job and is open to candidates in USA. Descartes Systems Group is a global logistics and supply chain technology company that provides cloud-based solutions for managing the movement of goods and information. The Customs Brokerage Support Specialist supports U.S. customs brokerage customers by troubleshooting application, integration, infrastructure, connectivity, and ACE/ABI issues. The role resolves production incidents, supports the full customs entry lifecycle, documents solutions, and collaborates with internal and external technical teams.
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
- 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
- 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.
- We offer 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.
- We nurture a TEAM focused culture that invests in people and creates opportunities for advancement across a broad spectrum of career paths.
Company Overview