Application Support Engineer

4 weeks ago

WorkFromHome, South Africa Sedna Full time

Sedna Cape Town, Western Cape, South Africa 1 week ago - Be among the first 25 applicants 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. Location Cape Town About the role We are seeking an Application Support Engineer to help deliver on our promise of world‑class support to our customers. This hybrid role requires balance between L2 and L1 responsibilities based on volume and aligns with 8 am – 4 pm office hours. Responsibilities Provide comprehensive technical support up to L2 level, ensuring a seamless customer experience. Analyse and troubleshoot complex technical problems using advanced diagnostic tools and methodologies to identify root causes and implement fixes, including API troubleshooting. 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. Maintain high customer satisfaction through empathy, technical proficiency, and efficient issue resolution. Qualifications Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience. 1‑2 years of experience in a technical support or software engineering role. Familiarity with Java/Kotlin code, React code, APIs, and databases. Strong customer service and communication skills. Ability to learn quickly and troubleshoot complex issues. Core Attributes Collaborate with Engineering and Product teams to resolve client‑reported bugs and broken features promptly. 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 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. Seniority level Entry level Employment type Full‑time Job function Construction, Software Development, IT Services and IT Consulting Referrals increase your chances of interviewing at Sedna by 2x. You can learn more about us on our website: #J-18808-Ljbffr

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