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Sedna is an AI-powered platform transforming global trade by making international commerce more efficient, transparent, and sustainable. As an Application Support Engineer L2, you'll be part of a global support team spanning Cape Town, Athens, Norway, and South America, providing near round-the-clock customer coverage.
You'll balance L1 and L2 technical support work, handling customer troubleshooting, complex API issues, and integration problems. Your role involves engaging directly with customers to understand and resolve technical issues, digging into root causes using diagnostic tools, and building trust through clear communication and efficient resolution. You'll participate in the team's on-call rotation to maintain global coverage.
Collaboration is central to the role. You'll work closely with Engineering and Product teams to resolve customer-reported bugs, translate customer feedback into product insights, and help identify patterns before they become larger problems. You'll maintain sharp, real-time communication across internal channels, meetings, email, bug reports, and documentation.
You'll also contribute to process improvement by helping build and refine support processes, FAQs, and troubleshooting guides. Technical proficiency in SaaS environments is essential—you'll work with cloud-hosted infrastructure, APIs, performance and scalability considerations, and understand CI/CD pipelines well enough to follow how changes reach production.
The role carries real impact: every fix keeps shipowners, operators, and brokers moving, and every improvement you help drive makes the platform easier for the next customer.
REQUIREMENTS:
- Bachelor's degree in Computer Science, related technical field, or equivalent practical experience
- 2+ years of experience in a dedicated technical support role with deep understanding of software and applications
- Experience working in or exposure to a SaaS environment, including cloud hosting, APIs, and awareness of performance and scalability considerations
- Experience supporting maritime, shipping, commodities, or logistics customers (preferred/desired)
- White glove customer service and communication skills; ability to explain technical issues clearly to both technical and non-technical audiences
- Self-directed learner who documents findings and is comfortable picking up new tools and systems; comfortable troubleshooting problems without obvious answers
