Implementation Engineer

The Descartes

1d•Remote

About The Position

The Implementation Engineer leads customers through technical onboarding and configuration of Descartes’ logistics platforms, helping ensure a smooth transition from purchase to go-live. The role translates customer requirements into system configurations, troubleshoots issues, validates integrations, and prepares users to operate the platform. This role suits someone with experience in logistics software implementation or brokerage processes who can combine technical insight with operational understanding. The engineer works with customers and internal teams to support efficient onboarding, successful platform adoption, and improvements to implementation processes.

Requirements

Experience in logistics software implementation or brokerage processes.
Ability to understand technical details, system connections, and troubleshoot problems.
Ability to manage workload proactively and stay organized across multiple concurrent onboarding projects.
Clear communication skills, including explaining technical concepts to customers.
Willingness to learn about logistics workflows, integrations, and SaaS best practices.
Adaptability and openness to feedback and new tools and processes.
Ownership of customer onboarding through successful go-live.
Interest in using automation and AI tools to improve implementation efficiency and consistency.

Responsibilities

Configure platform settings, workflows, and rules to align with customers’ operational needs.
Guide customers through data setup, connectivity testing, and validation.
Help customers reach go-live milestones on time and with minimal friction.
Provide guidance on API, EDI, and TMS connectivity options, data mapping, and system compatibility.
Identify, diagnose, and resolve technical issues during onboarding.
Collaborate with product and support teams when escalations are required.
Deliver training sessions and explain features to support confident platform adoption.
Develop implementation documentation, checklists, and reusable best-practice guides.
Ensure customers understand operational workflows, performance expectations, and recommended configurations.
Coordinate with Sales, Product, Support, and Technical Account Manager teams to support smooth handoffs and customer continuity.
Share customer requirements, recurring onboarding themes, and enhancement ideas with internal teams.
Maintain accurate records of onboarding activities, timelines, risks, and progress.
Refine onboarding processes and reusable configuration templates.
Recommend ways to shorten implementation time-to-value.
Identify patterns and propose scalable solutions to enhance onboarding for SMB customers.