Join the Descartes team as a Technical Support Representative!
At Descartes, we connect people and technology to help move the world. Our cloud-based solutions support the logistics and supply chain operations of more than 26,000 customers around the globe.
We are looking for someone with technical support experience who wants to help global enterprise customers get the most out of our Transportation Management Software (TMS). This is a remote position open to candidates based in Colombia.
What will your mission be?
To provide high-quality technical support, diagnose and resolve complex issues on our cloud-based TMS platform, and deliver a positive experience to our customers throughout the support process.
What will your responsibilities be?
Investigate, diagnose, and resolve technical issues on the TMS platform.
Manage support cases from start to finish, maintaining clear and timely communication with global customers.
Collaborate with the Product, Engineering, and Hosting teams to investigate escalations and identify root causes.
Document solutions and contribute to improving the knowledge base and support efficiency.
Stay up to date with platform features, integrations, and releases.
Support critical incident response; availability outside regular business hours may occasionally be required.
What are the requirements?
At least 3 years of experience in technical support, technical assistance, or troubleshooting, ideally in SaaS or cloud environments.
University degree in a STEM field, such as Computer Science, Information Technology, or Engineering.
Fluent written and spoken English is mandatory (Advanced B2 or C1 level preferred). You will work directly with leaders and customers in North America.
Technical knowledge and analytical skills to investigate problems and find solutions.
Strong communication skills and customer focus, with the ability to explain technical topics clearly.
Ability to work independently, manage priorities, and learn complex technologies quickly.
Residence in Colombia and legal authorization to work in the country.
It's a plus if you have
Experience providing technical support for SaaS products or cloud platforms.
Knowledge of SQL, Java, JSON, XML, APIs, or software integrations.
Experience with TMS or supply chain software.
Knowledge of transportation modes such as TL, LTL, parcel, or intermodal.
How do we work?
We value transparency, excellence, accountability, and data-driven decision-making. We are looking for curious, smart people who are open to feedback, learning, and continuous improvement.
Work arrangement and benefits
Fully remote work from Colombia.
A friendly work environment and dynamic workspaces.
Half a day or a full day off to celebrate your birthday.
Opportunities to build expertise in SaaS, transportation, and supply chain technology, and to grow professionally.
And more!
