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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—configuration edge cases, tagging model issues, integration problems, or architectural questions—you are the first line of resolution. Your job is to get them moving again by configuring workflows, debugging integrations, untangling tagging logic, and answering technical questions that would otherwise queue with other teams.
You report to the Head of Delivery and are measured on the same outcomes as the rest of the team: speed to value and time-to-live for customer implementations. This alignment means your incentives are focused on shipping launches faster, not closing tickets elsewhere. You will reduce external dependencies, minimize escalations, and eliminate technical unknowns as a blocker.
Key responsibilities include:
- Serve as the first technical resolver for Delivery Managers on configuration, tagging, integrations, and API issues
- Get hands-on with the build: workflows, mailboxes, settings, category and job tags, auto-taggers, and scripts or API calls needed for semi-custom solutions
- Hold the escalation boundary: decide what can be solved in-house versus what genuinely needs Engineering, and escalate with clear, reproducible, actionable problems
- Turn recurring roadblocks into reusable assets, playbooks, templates, and tooling so the same problem never stops the team twice
- 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
- Act as the internal technical point of contact for email, VMS, API, and job-reference integrations
- Be the credible link to Engineering when Delivery Managers need technical backup, able to explain problems clearly and get them prioritized
In your first 90 days, you will move from learning the Sedna platform and product architecture to owning technical unblocking and solution support outright. Weeks 1–4 focus on deep product knowledge and shadowing. Weeks 4–8 involve taking ownership of configuration reviews and workflow redesigns. Weeks 8–12 include owning post-signature solution design for new customers end-to-end. By day 90, you will have documented, repeatable approaches to solution design, configuration review, and integration requirements gathering.
Success is measured by: reducing average implementation time-to-live by 10%, drafting solution design documents within 10 working days of kickoff, carrying technical ownership on 8–10 concurrent launches without becoming the constraint, and keeping post-go-live reconfiguration below 20%.
REQUIREMENTS:
- 5+ years in a technical, customer-facing role with exposure to maritime, shipping, commodities, logistics, solutions engineering, technical implementation, integration, or professional services in B2B SaaS or enterprise software
- Hands-on configuration experience: proven track record of 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 underlying problems rather than stated requests
- Confident engaging engineering leads and technical stakeholders directly, including in difficult or high-pressure 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
