Customer Success Engineer

Title: Customer Success Engineer

Location, London, UK

 

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 looking for a highly capable and motivated Customer Success / Professional Services Engineer to work directly with customers to deliver mission-critical solutions. You will serve as the technical backbone of our customer success function — blending light development skills, solution architecture, and strong communication to help clients unlock the full value of the Sedna platform.

This role includes forward-deployment, sitting at the intersection of engineering and customer engagement. You’ll be responsible for designing, deploying, and refining integrations and product configurations, serving as both an advisor and hands-on builder during customer onboarding, expansion, and success lifecycles.

You’ll act as a trusted technical partner to our clients — drawing on your understanding of modern SaaS architecture, APIs, and data flows to help solve real-world operational problems.

This is a hybrid role working within our  9am - 5:30pm office hours.

 

Your responsibilities:

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

• Architect customer-specific workflows and integration plans using Sedna’s APIs and platform features.
• Collaborate with Product and Engineering to deploy low-code and light-code solutions (e.g. scripts and configuration modules) for customer use cases.
• Work alongside Project and Customer Managers to translate business requirements into technical solutions.
• Triage and resolve complex customer issues, debugging across APIs, databases and services.
• Develop tooling and data pipelines for ETL projects.
• Recommend and implement optimisations in customer architecture and integrations for performance, scalability and maintainability.
• Contribute to internal documentation and reusable customer solutions libraries (FAQs, runbooks, example scripts, testing specifications etc.)
• Maintain high customer satisfaction through empathy, technical proficiency, and efficient issue resolution, ensuring long-term customer satisfaction.

 

About you:

We’re looking for someone who is both technically curious, with an analytical and customer-centric approach. The ideal candidate will have experience supporting technical solutions in a SaaS environment and demonstrate strong problem-solving instincts.

• 1–3 years of experience in a customer-facing technical role (e.g., Solutions Engineer, Professional Services Engineer, or Technical Support Engineer).
• Exposure to modern development environments — comfortable reading/editing code (Java, Kotlin, JavaScript/React).
• Experience with REST APIs, JSON, SQL/HTML, and understanding of distributed systems and cloud-hosted applications.
• Familiarity with integration platforms (e.g., Zapier, Tray, Retool), scripting languages (e.g., Python, Bash), or low-code platforms.
• Ability to troubleshoot complex issues across application layers (frontend/backend/data).
• Strong communication skills — able to explain technical concepts to non-technical users and vice versa.
• Ability and interest to travel up to 25%, as needed to client sites, but flexible based on personal preferences.

 

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.

 

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 makes trade go faster. Our data-driven technology provides businesses with a competitive edge by lightening the load of managing email and helping teams collaborate better.

Powered by AI and integrations with other systems, Sedna reduces manual work, processes high volumes of messages with ease and exposes key context buried in inboxes. We empower teams to make better decisions and work quickly towards commercial success.

Backed by $86mn in publicly disclosed funding rounds led by INSIGHT Partners, we have over 10k users from 200 companies in over 90 countries.

Sedna powers our customer’s most important work - and it’s our people that makes it happen.