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/
About the role
Every Sedna product we sell is semi-custom. That is a strength commercially and a bottleneck in delivery. Our Delivery Managers are excellent at taking a customer from signature to live, but the technical edge cases inherent in a semi-custom build, a tagging model that won't behave, an integration that won't connect, a configuration question with no standard answer, currently pull them off the critical path while they wait on other teams to help.
This role removes that bottleneck. You are the technical engine inside the Delivery team, a hands-on, broad-spectrum engineer whose job is to unblock our Delivery Managers on the pressing technical problems that today stall implementations. When a Delivery Manager hits a wall, you are the person who gets them through it: configuring, scripting, debugging integrations, untangling tagging logic, and answering the technical questions that would otherwise sit in a queue.
You sit inside Delivery, you report to the Head of Delivery, and you are measured on the same outcomes as the rest of the team. That is deliberate: your incentives are aligned with speed to value. You win when the team ships launches faster, not when a ticket is closed somewhere else. The result is fewer external dependencies, fewer escalations, and implementations that stop stalling on technical unknowns.
What this role is, and what it isn't
This role IS
- A force multiplier for eight Delivery Managers, you make the whole team faster.
- A generalist who gets hands on the build: config, tagging, auto-taggers, integrations, APIs.
- The first line of technical resolution, so problems get solved in-team.
- An engineer with a delivery mindset and delivery incentives.
This role is NOT
- Not another Implementation Manager with an engineering title.
- Not the owner of a personal portfolio of accounts.
- Not a project manager. Delivery Managers keep owning the customer relationship and timeline.
- Not a Product or Engineering function. You live and are measured inside Delivery.
What you'll do
Unblock the Delivery team's technical roadblocks
- Be the first technical resolver for the Delivery Managers. When an implementation hits a technical wall, a configuration edge case, a tagging model that won't behave, an integration that won't connect, an "is this a bug or a config?" question, you are who they come to, and you get them moving again.
- Get hands on the build directly: workflows, mailboxes, key settings, category and job tags, auto-taggers, and the scripts or API calls needed to make a semi-custom solution actually work in practice.
- Hold the escalation boundary. Decide what can be solved inside Delivery versus what genuinely needs Engineering, and when it does, go directly to engineering leads with a problem that is specified, reproducible and immediately actionable, so it gets resolved quickly instead of sitting in a ticket queue.
Turn one-off fixes into team capability
- Turn recurring roadblocks into reusable assets, playbooks, templates, tooling, snippets, so the same problem never stops a Delivery Manager twice.
- Level up the team's technical skillset. As Delivery verticalises, you help diversify the skills on the team so that more can be handled in-house over time.
- Feed recurring patterns back to Product and Engineering so root causes are fixed at source rather than re-solved on every account.
Configuration & solution work across the estate
- Support post-signature solution design and configuration for new customers across Email and VMS, translating signed scope into a working build alongside the Delivery Manager who owns the account.
- Review live customers where a workflow isn't delivering value, category tag overload, job tag pollution, sub-voyage tagging, mis-operated setups, and produce an implementable redesign the Delivery team can land.
- Run configuration reviews covering key settings, mailbox configuration and auto-tagger logic; diagnose and resolve tagging issues raised as customer priorities.
Integrations & internal technical escalation
- Act as the internal technical point of contact for email, VMS, API and job-reference integrations, troubleshooting connections to third-party chartering and voyage-management systems, and writing specifications Engineering can build against.
- Be the credible link to Engineering when a Delivery Manager needs technical backup, able to explain the problem clearly to engineering leads and get it prioritised, including in difficult or high-pressure situations.
You will report into Delivery and work day to day with Delivery Managers, Customer Success and Engineering leads.
In your first 90 days, you can expect:
This role is hands on from day one. The first three months are structured to move you from learning our platform to owning technical unblocking and solution support outright.
- Weeks 1–4: Get deep on the Sedna products, product architecture, the tagging model, auto-taggers and the integrations relevant to each project. Shadow live implementations and configuration reviews, and meet the Delivery, Customer Success and Engineering teams.
- Weeks 4–8: Take ownership of your first configuration reviews and workflow redesigns for existing customers, supported by the Delivery Manager. Pick up named technical contact duties on one live integration.
- Weeks 8–12: Own post-signature solution design and configuration for new customers end to end, and lead discovery for new teams joining existing accounts.
- By day 90: You have a documented, repeatable approach to solution design, configuration review and integration requirements gathering that the wider Delivery team can use, and measurably faster time-to-live on the accounts you own.
Success Metrics
- Time to live: Driving enhanced average implementation times down on accounts your role is involved in, goal to reduce time to live by 10%. Measured from kickoff to go-live.
- Solution design turnaround: SDD drafted and customer-approved within 10 working days of kickoff.
- Launches supported: carries technical ownership on 8–10 concurrent launches without becoming the constraint.
- First-time-right configuration: under 20% of launches require post-go-live reconfiguration of tagging or workflow. Baseline needs established in month one.
What We're Looking For:
Essential experience:
- 5+ years in a technical, customer-facing role, exposure to maritime, shipping, commodities or logistics, solutions engineering, technical implementation, integration or professional services in B2B SaaS or enterprise software.
- Hands-on configuration: A track record of configuring enterprise software for customers, not only specifying it. You are comfortable owning the build.
- Integrations: Practical experience with APIs, data mapping and third-party system integrations, and the ability to write requirements that customers or other third parties can act on.
- Solution design: Able to run discovery with business users, understand how they actually work, and design for the underlying problem rather than the stated request.
- Engineering credibility: Confident engaging engineering leads and technical stakeholders directly, including in difficult or high-pressure conversations, to get issues explained clearly and prioritised.
- Independent operator: Comfortable holding named accountability across multiple accounts with competing priorities, and clear on what to escalate.
- Bias to repeatability: An instinct to turn one-off solutions into templates, standards and documentation.
- Advanced knowledge of MS Entra ID and MS Graph is a plus.
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.
