- Be the first technical resolver for the Implementation 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) they come to you, and you get them moving again.
- Coach Implementation Managers through complex tasks rather than taking them over, so each one can handle a wider range of problems over time.
- Run configuration reviews on complex launches before go-live, covering key settings, mailbox configuration and auto-tagger logic, so problems are caught early.
- Turn recurring roadblocks into reusable assets (playbooks, templates, scripts, tooling) so the same problem never stops the team twice.
- Hold the escalation boundary. Decide what can be solved inside Delivery and what genuinely needs Engineering. When it does, go directly to engineering leads with a problem that is specified, reproducible and ready to act on.
- Feed recurring patterns back to Product and Engineering so root causes are fixed at source rather than solved again on every account.
You will work day to day with Implementation Managers, Customer Success, Engineering leads, and customer IT and operations teams.
In your first 90 days, you can expect
This role is hands on from day one. The first three months move you from learning our platform to owning complex implementations and technical support for the team.
- Weeks 1 to 4: Get deep on the Sedna products: product architecture, the tagging model, auto-taggers and the integrations relevant to each live project. Shadow live implementations and configuration reviews, and meet the Delivery, Customer Success and Engineering teams.
- Weeks 4 to 8: Take on your first complex customer requests directly, and lead your first configuration reviews and workflow redesigns. Become the go-to technical contact for the Implementation Managers.
- Weeks 8 to 12: Own your first complex implementations end to end with the customer, and run a regular technical clinic for the Implementation Managers.
- By day 90: You have a documented, repeatable approach to configuration review, integration requirements and technical troubleshooting that the team uses, plus a first set of playbooks covering the most common blockers.