Title:  Technical Support Representative

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. 

As a Support Engineer, you’ll play a critical role in supporting our customers who depend on Descartes Ocean Transportation Rate Management Systems. You'll provide timely, professional assistance to troubleshoot issues, guide users, and ensure systems are running smoothly. Your work helps global freight keep moving efficiently and accurately.

Key Responsibilities

• Deliver first-tier support to customers via phone, email, and ticketing system (SAP CRM)
• Troubleshoot application issues and perform proactive monitoring
• Document incidents and resolutions accurately
• Guide clients on system usage and best practices
• Set clear expectations with customers regarding issue resolution timelines
• Escalate complex issues appropriately to internal teams
• Create reports and contribute to documentation and process improvements
• Remain flexible and responsive in a dynamic support environment
• Guide customers on new feature and bug fixes, which are published in release notes

What We’re Looking For:

We’re looking for someone who thrives on problem-solving, communicates clearly, and brings a service-first mindset. The ideal candidate has:

• University or college-level education in computer science or a technology-related field (or equivalent experience)
• At least 2 years of experience in an application support role
• Strong analytical skills and the ability to manage multiple priorities under pressure
• Excellent organizational and communication skills
• A team player attitude with a high degree of responsibility, coachability, and honesty
• A curiosity to learn quickly in a fast-paced, real-time environment

Nice-to-Haves:

• Previous help desk experience
• Familiarity with Informix, SQL Server, and SQL scripting
• SAP CRM experience (strongly preferred)
• Experience in the logistics, supply chain, or transportation industry
• Proficiency with Microsoft Office, especially Excel

Why Join Us

When you join Descartes, you become part of a global leader with a local heart. You'll work in a culture built on collaboration, integrity, and innovation, where your ideas and initiative are valued. We offer opportunities to grow your skills and career through continuous learning and mentorship, and you'll play a key role in supporting essential systems that power international logistics. 

Salary Range: $50,000 - $52,000 UYU annually. Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation.

Location: This is a hybrid position and will require the employee to come to our office in Montevideo 2 days per week. We are a global organization using English as a primary language, job descriptions and communication available in the local languages where required. #LI-Hybrid

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. 

We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews. 

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