Title:  Technical Support Representative 1

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. 

Are you passionate about solving technical problems and delivering exceptional customer experiences?

At Descartes, we’re seeking a Tier II Technical Support Representative to assist clients using Sellercloud—a powerful platform that simplifies multichannel eCommerce operations. As part of our dynamic, customer-focused team, you’ll play a vital role in helping businesses thrive through smart logistics technology.

About the Role
As a Tier II Technical Support Representative, you’ll be at the core of the Descartes customer experience. You’ll support global clients in resolving complex technical issues within Sellercloud, ensuring seamless operations and satisfaction. With strong written and verbal English communication skills, you’ll act as a bridge between customers and our development teams, facilitating efficient and accurate resolutions.

You’ll become a product expert through ongoing training and exposure to new features and technologies. This is a chance to grow with a fast-paced global SaaS leader, where your curiosity and impact is valued. This hybrid role requires attendance at our Montevideo office twice a week.

Key Responsibilities
•    Develop deep expertise in Sellercloud and related platforms, staying current with updates and new features
•    Provide technical support via email, phone, and chat, delivering prompt and accurate solutions
•    Troubleshoot complex issues, conduct root cause analysis, and escalate to developers when necessary
•    Manage support tickets and ensure clear communication between clients and internal teams
•    Keep clients informed with regular updates until resolution is achieved

What We’re Looking For
•    Strong proficiency in written and spoken English, with the ability to collaborate across regions
•    Technically inclined, detail-oriented, and committed to delivering thoughtful solutions
•    A reliable team player who thrives in a collaborative, fast-moving environment

What You’ll Gain
•    Hands-on training and mentorship to support your growth
•    A supportive and engaging team culture that values your contributions
•    The opportunity to join a rapidly expanding global logistics and SaaS company

Technical Skills
•    Ability to write and run SQL queries for data validation, error detection, and sync troubleshooting
•    Experience with joins, filters, and aggregations for data analysis
•    Proficiency in debugging APIs using tools like Postman or curl, interpreting response codes and payloads
•    Familiarity with authentication, rate limits, and schema mismatches
•    Skill in navigating application and server logs to identify errors and exceptions
•    Capability to validate system configurations and replicate issues in test environments
•    Competence in analyzing CSV, XML, and JSON files for formatting and transformation accuracy

Problem-Solving Strengths
•    Demonstrates autonomy, curiosity, and initiative in tackling challenges
•    Applies structured troubleshooting techniques to isolate and validate issues
•    Conducts thorough root cause analysis using logs, data flows, and dependencies
•    Identifies patterns and trends across support tickets and customer incidents
•    Understands cross-system interactions between Sellercloud and third-party platforms like ERPs and payment gateways
•    Exercises sound judgment in escalating issues, preparing detailed packages to streamline engineering follow-up

Ready to Join Us?
Help shape the future of smart logistics and multichannel retail support with a company that values your growth, impact, and well-being.

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.