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Sedna is an AI-powered platform revolutionizing global trade, making international commerce more efficient, transparent, and sustainable. As an Application Support Engineer (L2), you'll be part of a globally distributed support team spanning Cape Town, Athens, Norway, and South America, providing near round-the-clock coverage.
You'll balance L1 and L2 support work, handling varied technical challenges daily. Your responsibilities include:
**Customer Troubleshooting & Resolution**
- Provide technical support up to L2 level, engaging directly with customers to understand issues and guide them to resolution
- Investigate complex technical problems including API-related issues using diagnostic tools to identify root causes
- Build trust through clear communication, technical expertise, and efficient resolution while maintaining response and resolution standards
- Participate in the team's on-call rotation alongside global colleagues to deliver 24/7 coverage
**Engineering & Product Collaboration**
- Work with Engineering and Product teams to resolve customer-reported bugs and broken features, providing necessary context for rapid resolution
- Transform customer insights into product improvements, helping identify patterns and recurring issues before they escalate
- Maintain sharp, real-time communication across internal channels, meetings, email, bug reports, and documentation
**Process & Documentation**
- Help build and refine support processes and customer-facing materials including FAQs and troubleshooting guides
- Identify gaps and propose improvements to support function workflows
**Technical Proficiency**
- Work confidently within SaaS environments including cloud-hosted infrastructure, APIs, and performance/scalability fundamentals
- Understand CI/CD pipelines and how changes reach production
Your impact: every fix keeps shipowners, operators, and brokers moving; every improvement makes the platform easier for the next customer.
**Requirements**
- Bachelor's degree in Computer Science, related technical field, or equivalent practical experience
- 2+ years in a dedicated technical support role with deep understanding of software and applications
- Experience in or exposure to SaaS environments (cloud hosting, APIs, performance/scalability awareness)
- Experience supporting maritime, shipping, commodities, or logistics customers (preferred)
- Excellent customer service and communication skills; ability to explain technical issues to both technical and non-technical audiences
- Self-directed learner who documents findings, comfortable with new tools and systems, skilled at troubleshooting problems without obvious answers
