Technical Support Representative - Columbia

About the role

Descartes, a global leader in logistics and supply chain technology, is hiring a Technical Support Representative for Colombia. The role helps global enterprise customers maximize the value of its Transportation Management Software (TMS) by resolving complex technical issues, working with Product, Engineering and Hosting teams to deliver an excellent customer experience. This is a fully remote position open to candidates legally authorized to work in Colombia.

Key responsibilities

• Diagnose and troubleshoot complex issues across the cloud-based TMS platform
• Manage customer cases through resolution, giving clear and timely communication
• Partner with Product, Engineering and Hosting to investigate escalations and find root causes
• Document solutions and contribute to the technical knowledge base
• Stay up to date on platform capabilities, integrations and releases
• Respond to urgent customer issues, including occasional after-hours support

Required profile

• Bachelor's degree in a STEM field such as Computer Science, IT or Engineering
• Ideally 3-5 years of technical support or troubleshooting experience in a Cloud/SaaS environment
• Excellent written and spoken English (C1 level or equivalent preferred)
• Strong analytical, troubleshooting and problem-solving skills
• Customer-focused, able to work independently and manage priorities

Preferred qualifications

• Knowledge of transportation modes (TL, LTL, Parcel, Intermodal)
• Experience with TMS or supply chain software
• Familiarity with SQL, Java, JSON, XML, APIs or software integrations

What we offer

• Remote work with flexible hours
• Competitive compensation and benefits
• Opportunities to build expertise in SaaS, transportation and supply chain technology