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 as below

• Technical / Application Knowledge

• • Deep familiarity with CargoWise 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 CargoWise), 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 endtoend 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, golive, 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.

  • Customeroriented mindset: internal users (operations, sales, customs) and external (partners, customers, carriers).

  • Good writing skills (for documentation, clear support/resolution notes).

• Supplementary / NicetoHave Skills

• • Experience with tools like ServiceNow, JIRA, Confluence, or ticketing / knowledge base systems.

  • Basic programming / scripting ability (to test or create small utilities, handle data transformations).

  • Familiarity with the regulatory or compliance landscape relevant to international shipping, customs, etc.

  • Experience in Integration tools like b2bi, Tibco, etc.

Suggested Experience & Qualifications

• Several years (e.g. 37+) in roles supporting freight forwarders, ideally in operations or system support with Strong experience in US Customs preferred

• Prior handson with CargoWise in a support, configuration, or superuser role.

• Proven experience with EDI/integration projects: onboarding new partners, debugging message flows, etc.

• Exposure to crossfunctional collaboration (IT, Ops, External Vendors).

• Possibly certification(s) (if available) in CargoWise (specialist/professional), or relevant supply chain / ERP tools.

Bachelor's degree/equivalent in related discipline. Seven (7) years professional experience in information analysis, systems analysis/implementation and project management. Knowledge of computer systems and experience with MS Office, ms project, and visio. Good analytical, communication, and human relations skills.

Preferred Qualifications: 9 a.m. to 5 p.m., Monday -Friday Remote

Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current. Starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors. Permitted by law. An employee may be eligible for additional pay, premiums, or bonus potential. The Company offers eligible employees health, vision and dental insurance, retirement, and tuition reimbursement.

Pay: 5,588.44 - 10,603.67 USD Monthly

Additional Details:

FedEx Logistics provides freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions. We're glad you stopped by and hope your job search experience with FedEx Logistics, Inc. will be rewarding. We look forward to hearing from you!

FedEx Logistics is an Equal Opportunity Employer including, Vets/Disability.

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FedEx Logistics will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the FAIR Chance Initiative for Hiring Ordinance (FCIHOO) for the City of Los Angeles (LAMC 189.00)

FedEx Logistics will not rely on the wage history of a prospective employee from any current or former employer when determining the wages for such individual at any stage in the employment process, including in the negotiation or drafting of any employment contract in accordance with Philadelphia Ordinance No. 160840.