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Sedna is an AI-powered platform transforming global trade by making international commerce more efficient, transparent, and sustainable. This role sits within the Delivery team and serves as the technical engine that unblocks implementation bottlenecks.
You will be a hands-on, broad-spectrum engineer supporting eight Delivery Managers by solving the technical edge cases that currently stall customer implementations. When a Delivery Manager hits a technical wall—a configuration edge case, a tagging model issue, an integration problem, or an unanswered technical question—you are the person who gets them through it. You will configure workflows, debug integrations, untangle tagging logic, and provide the technical answers that keep implementations moving.
Key responsibilities include:
**Unblock technical roadblocks**: Be the first technical resolver for Delivery Managers. Get hands-on with the build—workflows, mailboxes, settings, category and job tags, auto-taggers, and API calls. Hold the escalation boundary by deciding what can be solved in-house versus what requires Product or Engineering involvement, and package escalations so they are specified, reproducible, and immediately actionable.
**Turn one-off fixes into team capability**: Convert recurring roadblocks into reusable playbooks, templates, tooling, and snippets. Level up the team's technical skillset as the business verticalizes. Feed recurring patterns back to Product and Engineering so root causes are fixed at source.
**Configuration and solution work**: Support post-signature solution design and configuration for new customers across Email and VMS. Review live customers where workflows aren't delivering value and produce implementable redesigns. Run configuration reviews covering key settings, mailbox configuration, and auto-tagger logic.
**Integrations and customer-facing technical support**: Act as the named technical contact for email, VMS, API, and job-reference integrations. Gather requirements, troubleshoot connections to third-party systems, and write specifications for Engineering. Step in front of customers when Delivery Managers need technical backup, credible with both IT and operational stakeholders.
You report to the Head of Delivery and are measured on the same outcomes as the rest of the team—your incentives are aligned with speed to value. You win when the team ships launches faster.
**First 90 days**: Weeks 1–4 focus on learning Sedna products, product architecture, the tagging model, auto-taggers, and relevant integrations through shadowing and team meetings. Weeks 4–8 involve owning your first configuration reviews and workflow redesigns for existing customers, plus named technical contact duties on one live integration. Weeks 8–12 include owning post-signature solution design and configuration for new customers end-to-end and leading discovery for new teams. By day 90, you will have a documented, repeatable approach to solution design, configuration review, and integration requirements gathering, with measurably faster time-to-live on your accounts.
**Success metrics**: Reduce average implementation time by 10% (measured from kickoff to go-live); draft solution design documents and get customer approval within 10 working days of kickoff; carry technical ownership on 8–10 concurrent launches without becoming the constraint; maintain under 20% of launches requiring post-go-live reconfiguration of tagging or workflow.
**Requirements**:
- 5+ years in a technical, customer-facing role with exposure to maritime, shipping, commodities, or logistics
- Experience in solutions engineering, technical implementation, integration, or professional services in B2B SaaS or enterprise software
- Hands-on track record configuring enterprise software for customers, not only specifying it; comfortable owning the build
- Practical experience with APIs, data mapping, and third-party system integrations; ability to write requirements that customers or third parties can act on
- Ability to run discovery with business users, understand how they actually work, and design for the underlying problem rather than the stated request
- Confident in front of technical and operational stakeholders at large enterprises, including in difficult conversations
- Comfortable holding named accountability across multiple accounts with competing priorities; clear on what to escalate
- Instinct to turn one-off solutions into templates, standards, and documentation
- Advanced knowledge of MS Entra ID and MS Graph is a plus
