FTZSupportEngineerTeamlead

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain. This role is on-site in Miami's Brickell district. The selected candidate must have full work authorization already in effect in the U.S. No Visa sponsorship available. 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.