Title:  Service 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. 

POSITION SUMMARY

As a Service Support Engineer, you will assist in technical aspects of our B2B Messaging Infrastructure for our Global Customers. You will be responsible for Customer Support on implemented EDI solutions, alert/incident management and propose enhancements where appropriate. You will ensure the quality of deliverables, provide technical documentation and knowledge transfer to all parties. You will interact closely with external parties, our Customers and internal teams such as our Global Implementation teams. You will work in a 24/7/365 shift regime: always dayshifts but including weekends and public holidays. You will report to the Manager of Customer Support.

RESPONSIBILITIES

·        Proactively monitor applications and resolve issues

·        Provide timely and comprehensive support to customers through various channels such as our Customer Support Portal, e-mail, LiveChat, phone, and other tools provided

·        Assist customers in the use of systems and applications

·        Reduce incidents by completing proactive and preventive support and maintenance

·        Ensure proper ticket escalation to internal departments

·        Troubleshoot Descartes application issues reported by customers

·        Provide root cause analysis for the product development team

·        Write procedures and document knowledge

·        Maintain an up-to-date customer contact and call ticket information within an existing database

·        Willing to work in a shift system

·        Remaining flexible to changes in job duties, expectations, and policies

SKILLS AND ATTITUDE

·        Excellent analytical and problem solving skills

·        Fluent in English; able to communicate (oral and written) in a professional manner

·        Ability to write clear, detailed requirements and specification documents

·        Team-oriented, with the ability to work independently

·        Ability to work effectively and proactively in a fast-paced environment

·        Strong organizational skills

·        Creative, entrepreneurial and out-of-the-box thinking mentality

·        Confident with good presentations skills and willing to speak or meet the customers in person

·        Interest in automated processes, Software and IT in general

·        Service-oriented and solution-driven

EDUCATION AND EXPERIENCE

·        Bachelor's degree in computer science or information technology is an asset 

·        Minimum of 2 years' experience working in an application support environment

·        Basic IT knowledge: servers, OS, user rights, internet protocols

·        Knowledge of Microsoft Windows client and server systems, Microsoft applications such as, SQL Server, Internet Information Server, .NET server, XML Web services

·        Broad knowledge of ITIL

·        Basic knowledge of Linux/Unix platforms is considered an asset

·        Basic knowledge of security (proxies, firewalls, encryption, certificates)

·        Experience in delivering results with day to day systems administration, operational support activities and related projects

·        Knowledge of EDIFACT and XML are considered an asset

·        Good understanding of the basic supply chain processes is considered an asset

LOCATION

You will be based at our Descartes office in Makati, Philippines and will be working primarily during the EMEA business hours. 

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. 

Through COVID-19, we implemented a virtual hiring process and continue to interview and onboard candidates by video using Microsoft TEAMS. We record interviews and use them strictly for quality assurance, training and general record keeping purposes. Should you have any questions about this process, please connect with our hiring team in advance of scheduled interviews. We value the safety of each member of our community because we know we're all in this together. 

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.