FTZ Support Engineer – Team Lead

🔥 1 hour ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $100k - $125k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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QAD

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1979

🏢 Enterprise

☁️ SaaS

Enterprise • SaaS • Supply Chain

QAD is a company specializing in enterprise resource planning and industrial transformation solutions. Their Adaptive Enterprise platform helps businesses optimize processes, align people with technology, and manage critical business challenges. QAD's offerings include software for manufacturing, inventory management, supply chain planning, quality management, and global trade compliance. Their solutions serve a range of industries, including automotive, consumer products, food and beverage, industrial manufacturing, and more. The company focuses on becoming an adaptive enterprise by integrating advanced scheduling and data-driven insights.

📋 Description

• Serve as the primary Tier 2 escalation point and operational leader for FTZ software support division • Intercept, triage, and resolve complex compliance tickets, drastically reducing unnecessary escalations to Core Engineering • Translate U.S. Customs and Border Protection (CBP) response codes into actionable data fixes for customers • Manage, mentor, and train a globally distributed team of frontline FTZ Support Agents • Act as the operational safeguard for ITAR, EAR, and "U.S. Persons Only" contract riders • Enforce strict routing protocols for sensitive U.S. Customs data • Partner closely with FTZ Product and Engineering leadership as the internal SME • Serve as the senior technical and operational point of contact for high-ARR enterprise accounts

🎯 Requirements

• 5+ years of direct experience in Foreign-Trade Zone (FTZ) operations, Customs Brokerage, or Trade Compliance • Knowledge of the Automated Commercial Environment (ACE) and the Automated Broker Interface (ABI) • Deep operational fluency in the lifecycle of FTZ admissions and entries (E214s, 7501s, 3461s, 7512s/In-bonds) and Partner Government Agency (PGA) reporting • Understanding of ITAR, EAR, and the compliance requirements surrounding "Deemed Exports" and technical data handling • Technical & SaaS Troubleshooting: Experience supporting complex supply chain, ERP, or trade compliance software • Strong understanding of data integrations, specifically troubleshooting EDI and SFTP file transfer failures • Ability to read or run simple SQL queries to verify backend data logic is a strong plus • Previous experience leading or mentoring, ideally in a globally distributed environment • Exceptional stakeholder management skills; ability to confidently navigate high-pressure situations with enterprise FTZ operators and internal executive leadership.

🏖️ Benefits

• U.S. benefits package includes medical, dental and vision coverage • 401(k) plan with company match • Short-term and long-term disability coverage • Life insurance • Paid-time off • Parental leave • Well-being programs