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.

Mission - Why This Role Exists

As a Technical Support Representative, you will play an important role in helping customers successfully use Sellercloud, a business-critical platform supporting multichannel eCommerce operations.

This role exists to provide knowledgeable, responsive, and customer-focused technical support across online marketplaces, orders, inventory, fulfilment, and integrations. You will work directly with customers through phone, email, and chat, investigating issues, explaining solutions clearly, and helping customers keep their day-to-day operations running smoothly.

You will develop deep product knowledge of Sellercloud through ongoing training and hands-on experience. At the same time, you will be expected to think independently, ask the right questions, and investigate situations where the answer may not immediately be clear.

Outcomes - What Success Looks Like

• Deliver timely, accurate, and professional technical support to customers through phone, email, and chat.

• Build strong knowledge of Sellercloud, its functionality, and the eCommerce processes it supports, including orders, inventory, fulfilment, and online marketplaces.

• Investigate customer issues independently using structured troubleshooting, available technical tools, and relevant system information before determining the appropriate resolution or escalation.

• Troubleshoot data, API, integration, configuration, and system-related issues using SQL, logs, and structured data where appropriate.

• Communicate confidently with customers during live calls, asking effective questions and clearly explaining technical issues and recommended solutions.

• Manage support tickets effectively, keeping customers informed and ensuring clear communication between customers and internal teams through to resolution.

• Conduct thorough root cause analysis, identify recurring patterns, and prepare clear and detailed information when an issue requires escalation to Development.

• Continuously develop your Sellercloud and technical knowledge, applying feedback and learning from new scenarios that may not have been covered during formal training.

Skills & Competencies - How the Work Gets Done Technical Expertise - Highly appreciated when you bring:

• Experience in eCommerce, technical support, application support, software support, or another relevant customer-facing technical environment
• Experience with online marketplaces, orders, inventory, fulfilment, or other eCommerce processes
• Strong written and spoken English, with the confidence to troubleshoot and communicate with customers during live calls
• Ability to write and run SQL queries for data validation, troubleshooting, and identifying errors or synchronization issues
• Understanding of SQL joins, filters, and aggregations for data investigation
• Experience troubleshooting APIs using tools such as Postman or curl and interpreting response codes and payloads
• Familiarity with API authentication, rate limits, integrations, and schema mismatches
• Ability to navigate application or server logs to identify relevant errors and exceptions
• Ability to validate system configurations and reproduce issues where appropriate
• Experience reviewing structured data such as CSV, XML, and JSON files for formatting, data, and transformation issues

Key Attributes

• Genuinely interested in building a long-term career in customer-facing technical support and developing deep knowledge of Sellercloud
• Comfortable communicating with customers by phone and troubleshooting problems in real time
• Curious and willing to ask questions, investigate independently, and understand why something is happening rather than simply looking for a quick answer
• Calm and adaptable when dealing with unfamiliar situations or when the solution is not immediately clear
• Structured and analytical when investigating technical problems
• Proactive and accountable, with the ability to take ownership of customer issues
• Open to feedback and able to apply learning to future situations
• Collaborative and comfortable working with customers, Support colleagues, and technical teams

Culture Add: TEAM Values

We value team members who communicate openly, share information transparently, and build trust with customers and colleagues. You bring excellence to your work by developing your technical and product knowledge and maintaining a high standard of customer service.

You demonstrate accountability by taking ownership of customer issues, following through on commitments, and knowing when further investigation or escalation is needed. You use available data, evidence, and structured problem-solving to make informed decisions and continuously improve how you support customers.

Aptitudes

• Smart: Able to understand technical and business problems, connect information across systems, and apply structured troubleshooting to reach sound conclusions.
• Curious: Willing to ask questions, investigate unfamiliar problems, and continuously learn more about Sellercloud, eCommerce, integrations, and customer workflows.
• Coachable: Open to feedback, able to explain your reasoning, learn from mistakes, and apply feedback to new situations.

What’s in It for You

• Hands-on training and ongoing opportunities to build deep expertise in Sellercloud
• Exposure to eCommerce operations, online marketplaces, orders, inventory, fulfilment, APIs, integrations, and data troubleshooting
• The opportunity to develop strong technical and customer-facing support skills
• A collaborative and supportive international team environment
• A role where curiosity, initiative, and independent problem-solving are valued
• Opportunities for continued growth within a global software and logistics technology organisation

Working Arrangement

This is a hybrid position, requiring the successful candidate to be comfortable working from 3:00 PM to 12:00 AM (15:00 - 00:00).

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