Customer Support Engineer

Job Summary

To ensure customers in complex customs and logistics environments receive expert support, the full-time Customer Support Engineer will diagnose and resolve technical issues, improve support documentation, and enhance product adoption while working remotely.

Key responsibilities

• Deliver high-quality customer support by resolving 90% of inbound inquiries within SLA and maintaining strong customer satisfaction scores
• Diagnose and resolve technical issues across logistics and customs platforms, minimizing downtime for customers
• Collaborate with cross-functional teams to strengthen resolution workflows and improve support procedures

Required qualifications

• Working knowledge of customs brokerage processes and tools (e.g., ABI, AMS, FTZ workflows)
• Experience supporting software applications in logistics, transportation, or supply chain environments
• Ability to troubleshoot technical issues across platforms and integrations
• Familiarity with EDI or system integrations is preferred
• Proficiency with Microsoft Windows and Office tools