Customer Support Engineer

The Descartes•Waterloo, ON

1d•CA$50,000 - CA$60,000•Remote

About The Position

As a Customer Support Engineer supporting Descartes' E-commerce solutions, you will help customers deliver reliable, seamless online commerce experiences by providing expert technical support for our applications. Your work will ensure customers can resolve issues quickly, maintain business continuity, and maximize the value of the Descartes E-commerce platform through responsive service, proactive monitoring, and continuous improvement.

Requirements

College or university education in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
Minimum of two years' experience supporting enterprise software applications in a customer-facing technical support environment.
Experience troubleshooting web-based or SaaS applications.
Working knowledge of relational databases, including Microsoft SQL Server and Microsoft Access.
Strong analytical and diagnostic skills with the ability to investigate complex technical issues.
Experience creating technical documentation and support knowledge articles.
Customer-focused with a proactive, solution-oriented mindset.
Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced support environment.
Demonstrates resilience and sound judgment when working under pressure.
Works collaboratively across global, cross-functional teams while taking ownership of customer issues from initiation through resolution.
Continuously seeks opportunities to improve customer experience and operational efficiency.
Smart: Quickly understands complex systems, diagnoses technical issues, and makes sound decisions.
Curious: Continuously explores customer challenges, emerging technologies, and opportunities to improve support processes.
Coachable: Embraces feedback, adapts to change, and actively develops new technical and professional skills.

Nice To Haves

Experience supporting E-commerce platforms, Order Management Systems, Supply Chain, Logistics, or Transportation Management solutions is considered an asset.

Responsibilities

Deliver timely, high-quality support for Descartes' E-commerce applications, consistently meeting service level agreements and achieving high customer satisfaction.
Troubleshoot and resolve customer-reported application issues efficiently, minimizing disruption to online order processing, fulfilment, and customer operations.
Proactively monitor application performance, identify potential issues before they affect customers, and coordinate timely resolution with internal teams.
Maintain complete and accurate case records, ensuring customer communications, troubleshooting activities, and resolutions are fully documented.
Develop and maintain support documentation, knowledge articles, and diagnostic procedures that improve resolution times and enable knowledge sharing across the team.
Collaborate effectively with Engineering, Product Management, and Customer Success teams to investigate and resolve complex technical issues.
Provide dependable participation in the rotating on-call support schedule to ensure critical customer issues are addressed outside standard business hours.