Application Support Engineer [L2]

Description

About Sedna

Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to mature and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.

You can find out more about us on our website: https://sedna.com/

About the role

This is where you come in. As an Application Support Engineer (L2), you'll be part of a support team spanning Cape Town, Athens, and colleagues across Norway and South America, giving us close to round-the-clock coverage and a genuinely global view of our customers. You'll split your time between L1 and L2 work depending on what's coming through, which keeps things varied and means no two days look quite the same.

The problems that land with you won't always have an obvious answer. You'll get into API issues, integration quirks, and the finer detail of how the platform behaves under pressure, working closely with Engineering and Product to get to the bottom of things and feed what you learn back into a better product.

Every fix you land keeps a shipowner, operator, or broker moving, and every improvement you help drive makes things a little easier for the next customer who needs it. That's the kind of impact this role carries.

Your responsibilities

Customer troubleshooting and resolution

Get stuck into technical support up to L2 level, engaging directly with customers to understand what they're experiencing and guiding them confidently to a resolution.

Dig into complex technical issues, including API-related problems, using diagnostic tools and sharp instincts to find the root cause rather than just papering over the symptoms.

Build genuine trust with customers through clear communication, technical know-how, and efficient resolution, keeping our response and resolution standards front of mind on every case.

Take part in the team's on-call rota alongside colleagues across our global support locations, helping deliver the round-the-clock coverage our customers expect (locations and timings to be confirmed).

Engineering and Product collaboration

Team up with Engineering and Product to resolve client-reported bugs and broken features, arming them with the context they need to move fast.

Turn what you're hearing from customers into insight that shapes the product, helping the wider team spot patterns and recurring issues before they become bigger problems.

Keep communication sharp and real-time across internal channels, meetings, email, bug reports, and documentation, so nothing gets lost in translation on its way to a fix.

Process and documentation

Help build and refine support processes and customer-facing materials, including FAQs and troubleshooting guides, bringing ideas for how the wider function can work better as you spot the gaps.

Technical proficiency

Comfortable working within a SaaS environment, including cloud-hosted infrastructure, APIs, and the fundamentals of performance and scalability, with enough grasp of CI/CD pipelines to understand how changes make their way to production.

Requirements

• Bachelor's degree in Computer Science, a 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 an awareness of performance and scalability considerations.
• Have supported maritime, shipping, commodities, logistics customers.
• White glove customer service and communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• A learner who documents findings and is comfortable picking up new tools and systems - troubleshooting problems that do not have obvious answers.
• Our Values
• Finally, culture is important to us, so we also look for candidates who share our values:
• Stay Ahead, Stay Agile
• We don’t just adapt-we anticipate change and act with confidence.
• Curiosity, data, and customer insights help us stay ahead of the curve.
• We embrace challenges as opportunities and remain resilient under pressure.
• By staying open to new ideas and ways of working, we lead the future.
• Execute With Focus
• We turn strategy into action, delivering measurable results that matter.
• Every initiative counts-discipline and ownership drive business impact.
• We make smart decisions with speed, balancing pace and precision.
• Clear priorities keep us focused on what moves the needle.
• Work Together, Win Together
• Collaboration is our superpower-we succeed as one team, internally and with customers.
• We co-create solutions, seek feedback, and build the future of the OS together.
• Strong relationships are built on trust, respect, and shared goals.
• By aligning across teams and with customers, we unlock greater impact.