Project Engineering Specialist

This role would target L2 Business Support for FXL global forwarding and brokerage service. The Level 2 Business Support Technician provides advanced operational and technical support to ensure smooth logistics processes and fast incident resolution. They act as a key escalation point for complex issues, assisting frontline staff with shipment tracking, documentation accuracy, customs clearance issues, and system troubleshooting. The role involves monitoring data flows between internal platforms and external partners, identifying process inefficiencies, and implementing corrective actions to maintain service quality.

By combining technical expertise with industry knowledge, the L2 technician helps bridge operational gaps, supports continuous improvement initiatives, and ensures timely resolution of challenges that impact freight movement and customer satisfaction.

Key Competency Areas we would look for in all candidates Technical / Application Knowledge

• Deep familiarity with Cargo Wise One: modules, workflows, registry setup, triggers, milestones, macro/event configuration, document/customization.
• Understanding of EDI/Integration technologies: message types/formats (e.g. EDIFACT, X12, XML, JSON), tag/file rules, raw‑text and structured transmissions, partner/carrier/airline integrations.
• Knowledge of related systems/tools: databases/SQL for querying or troubleshooting, data mapping, APIs, middleware or adapters (e.g. eAdaptor in Cargo Wise), error/log analysis.

Business Process & Domain Knowledge

• Freight forwarding operations (sea, air, import/export, customs, warehouse) so that support conversations make sense in context.
• Must have Understanding of in US Brokerage ideally with a mix of operational and technical experience.
• Understanding end‑to‑end business flows (booking → documentation → customs → delivery) to map where disruptions or inefficiencies may arise.
• Process mapping, gap analysis, ability to translate operational requirements into system configuration or process improvements.

Problem Solving & Troubleshooting

• Ability to triage Level 2 issues (after L1): isolate whether it’s user error, configuration, integration failure, system bug, or external partner problem.
• Root cause analysis, possibly including data logs, workflows, message traces.
• Prioritization skills: decide what needs immediate action vs. what can be part of longer term fixes or enhancements.

Project & Change Management

• Managing small‑to‑medium updates or enhancements: upgrades, module rollouts, integration onboarding.
• Being familiar with methodologies (Agile, Waterfall as appropriate) with staging, testing, training, go‑live, monitoring.
• Change control, user training, documentation (SOPs, guides), versioning.

Communication & Stakeholder Management

• Translating technical issues into business terms for operations, management, external partners.
• Leading meetings / walkthroughs / demos with users and key users.
• Escalation management: knowing when to bring in dev/CD teams, vendor/CW support, etc.

Team Leadership & Support Structure

• Overseeing / mentoring Level 1 and Level 2 support analysts. Ensuring best practices, knowledge sharing.
• Setting, measuring, and monitoring KPIs: ticket SLA, resolution time, user satisfaction, error rates.
• Capacity planning, resource allocation, escalation thresholds.

Operational Discipline & Continuous Improvement

• Logging and tracking tickets/issues well; maintaining change registers.
• Identifying recurring issues / patterns and pushing for systemic fixes.
• Balance between reactive support (firefighting) and proactive improvements (automation, process streamlining).

Soft Skills

• Strong analytical thinking.
• Organization and ability to manage multiple priorities.
• Good under pressure, especially when integrations or EDI failures affect operations.
• Customer‑oriented mindset: internal users (operations, sales, customs) and external (partners, customers, carriers).
• Good writing skills (for documentation, clear support/resolution notes).

Supplementary / Nice‑to‑Have Skills

• Experience with tools like Service Now, JIRA, Confluence, or ticketing / knowledge base systems.
• Basic programming / scripting ability (to test or create small…