[L2] Technical Support Agent

Title: [L2] Technical Support Specialist 

Location: Cape Town

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 grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.

About the role

We are seeking a Technical Support Specialist to join Sedna to help deliver on our promise of world-class support to our customers. In this hybrid work model, you will balance between L2 and L1 responsibilities based on the volume of L2 work. Your primary role will be to provide advanced technical support, troubleshoot complex issues, and ensure customer satisfaction. 

This is a hybrid role working within our  9am - 6pm office hours.

Your responsibilities:

Here's a bit more on what you can expect to be doing day-to-day:

• Provide comprehensive technical support up to L2 level, ensuring a seamless customer experience. Engage with customers to understand their issues and deliver step-by-step resolutions.
• Analyse and troubleshoot complex technical problems using advanced diagnostic tools and methodologies to identify root causes and implement fixes.
• Communicate and collaborate with Engineering and Product teams to resolve issues and improve products, fostering strong inter-departmental collaboration.
• Document and enhance support processes and customer-facing documentation, including FAQs and troubleshooting manuals, to ensure clarity and usability.
• Maintain high customer satisfaction through empathy, technical proficiency, and efficient issue resolution, ensuring long-term customer satisfaction.

About you:

We think you’ll need the following experience and qualifications to succeed in this role:

• Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience.
• 1-2 years experience in a technical support or software engineering role
• Familiarity with Java/ Kotlin code, React code, APIs, databases
• Customer service and communication skills
• Ability to learn quickly and troubleshoot complex issues

In addition, here are the core attributes we are looking for:

Development and maintenance of software applications using Java and React.

Collaboration with Engineering and Product teams to resolve client-reported bugs and broken features promptly.

Ability to enhance processes and documentation for application support through effective collaboration with internal teams.

Communicate effectively in real-time via internal communication platforms, meetings, email, bug reports, and documentation.

Demonstrate proficiency in SaaS environments, including cloud hosting, APIs, and optimising performance and scalability using CI/CD pipelines.

More about Sedna:

Sedna makes trade go faster. Our data-driven technology provides businesses with a competitive edge in Maritime by managing email and facilitating better collaboration. Backed by $84 million in funding rounds led by INSIGHT Partners, Sedna powers our customer’s most important work worldwide. Sedna is an equal opportunity employer, welcoming candidates of all backgrounds.

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.

More 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 grow 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/