Senior Technical Support Representative
New
D
DescartesLogistics software
Source API remote eligibility restrictions: United KingdomFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Clear and confident communication in English
- Experience
- Several years of experience in technical or application support for complex business software, or strong experience in transport management and logistics; ideally both
- Required Skills
- SQLRESTful APIsTechnical support
Requirements
- Have several years of experience in technical or application support for complex business software, or strong experience in transport management and logistics; ideally both.
- Demonstrate the ability to work independently and own technical issues through to resolution.
- Use a structured, methodical approach to troubleshooting and demonstrate strong analytical skills.
- Communicate clearly and confidently in English with customers, colleagues, and third parties.
- Bring experience coaching, mentoring, or training others.
- Transport Management Systems (TMS) experience is a nice to have.
- SQL skills for troubleshooting, data investigation, and analysis are a nice to have.
- Knowledge of EDI and integrations, including EDIFACT, XML, X12, and APIs, is a nice to have.
- An interest in AI tools, automation, and improving technical support is a nice to have.
Responsibilities
- Own complex customer issues from start to finish and drive them through to resolution.
- Investigate data, integration, and system-related problems using structured troubleshooting, SQL, and log analysis where appropriate.
- Explain issue causes, recommended fixes, and next steps to customers, internal teams, and third parties.
- Mentor colleagues and share knowledge through documentation, training, and day-to-day coaching.
- Participate in technical interviews for Support candidates.
- Represent Support when collaborating with customers, Professional Services, and Development teams.
- Manage the handover of new customers from projects into Support.
- Identify opportunities to improve Support processes, including work that can transition into Support and uses for AI and automation.
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