FTZ Support Engineer Team lead

Job Description

We are seeking a highly specialized FTZ Support Engineer / Team Lead to serve as the primary Tier 2 escalation point and operational leader for our Foreign-Trade Zone (FTZ) software support division.

This is a critical "player-coach" role bridging the gap between complex SaaS technical troubleshooting, global team leadership, and niche regulatory trade compliance. Reporting directly to the Director of Supply Chain Support, you will act as our internal Subject Matter Expert (SME) for U.S. Customs compliance and the strategic gatekeeper for our Engineering backlog. In addition to handling advanced technical escalations, you will lead, mentor, and upskill our frontline Tier 1 support agents while strictly enforcing U.S. data privacy and export control protocols.

Key Responsibilities

• Engineering Escalation Gatekeeper (Tier 2): Intercept, triage, and resolve complex compliance tickets (e.g., ABI rejections, HTS logic errors, missing MPF calculations), drastically reducing unnecessary escalations to Core Engineering. Translate U.S. Customs and Border Protection (CBP) response codes into actionable data fixes for customers.

• FTZ Team Leadership & Upskilling: Manage, mentor, and train a globally distributed team of frontline FTZ Support Agents. Develop robust playbooks to empower the team to independently resolve E214 admission and 7501 entry workflow issues on the first touch.

• Data Residency & Export Control Enforcement: Act as the operational safeguard for ITAR, EAR, and "U.S. Persons Only" contract riders. Enforce strict, ring-fenced routing protocols for sensitive U.S. Customs data.

• Product Management Liaison: Partner closely with FTZ Product and Engineering leadership as the internal SME. Translate real-world customer friction points, broker feedback, and regulatory shifts into product requirements, shaping the FTZ self-service and automation roadmap.

• VIP Customer Escalation Management: Serve as the senior technical and operational point of contact for high-ARR enterprise accounts, managing high-pressure situations with confidence and authority.

Qualifications

• 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.

Leadership & Soft Skills:

• 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.

Additional Information

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

COMPENSATION PACKAGE:

• Base Pay Range: $100,000.00 - $125,000.00 USD Annual.
• Bonus: Eligible for an annual company performance bonus.
• Placement within our pay range will vary based on knowledge, skills, experience, and market location variations as well as internal peer equity
• This position is also eligible for an annual company performance bonus
• U.S. benefits package includes medical, dental and vision coverage, a 401(k) plan with company match, short-term and long-term disability coverage, life insurance, paid-time off, parental leave, and well-being programs

About QAD:

QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace, achieving measurable productivity, resilience, and growth in just 90 days.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

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