Customer Success Engineer: Implementation & Support
At a glance
Mid-level Customer Success role at Ajua. Nairobi · contract.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Provide second-line support for production services running at customer sites and in centrally managed environments
- Set up and maintain monitoring at customer locations, coordinating with service desk staff to keep services available
- Gather and document project requirements, then turn them into product and system design documents
- Create technical proposals, explain project architecture during sales calls, and deliver Ajua’s technical implementation model
- Manage incidents through resolution, lead customer-facing improvements, and build tools that strengthen products and services
What you bring
- A computer science, software engineering, IT, or related degree is preferred
- Two to four years of application development experience, including software lifecycle and test-driven development work
- Strong English and French communication, with experience presenting and writing service reports
- Deep experience with Postgres, MySQL, Java or Python, databases, web technologies, and Linux, Solaris, or UNIX
- Experience securing applications with SSL and managing cloud infrastructure, containers, or Kafka strengthens your application
Who this fits
This role suits a mid-level engineer who can move between implementation, production support, technical documentation, and customer conversations. You’ll need strong English and French, clear presentation and reporting skills, and comfort working on high-pressure projects. The position is based onsite in Nairobi and is offered on a contractor basis.
From the employer
Ajua is The Integrated Customer Experience Solution for Businesses in Africa.
We exist to bridge the gap between businesses and their customers. Ajua’s technology integrates with businesses at the points that matter most to their customers to measure and optimize their Customer Experience. Our plug and play platform has enabled leading brands of various sizes and industries on the continent to create actionable strategies that drive business growth.
Customer Experience is the core of what we do, and this role will demonstrate a best in class customer experience with all Ajua’s products.
We are looking for an Implementation & Support Engineer who will provide onsite and remote engineering support of Ajua’s products . The Support & Implementation Engineer will be responsible for the full life-cycle of incidents and problems to enhance the customer experience with Ajua’s products. The role will require close working with all teams in all levels of technical support and engineering.
Job Responsibilities
Serve as level-two support engineer on production services implemented at customer sites as well as centrally maintained services
Implement and maintain system monitoring tools deployed at the customer’s premises and coordinate with the service desk personnel to ensure smooth service uptime
Prepare and present service reports with insights and service improvement plan implementation
Take lead on service improvement deliverables as far as the customer is involved
Responsible for requirements gathering and documentation during project discovery in the delivery process
Translate gathered requirements into technical design documents that will include Product definition document, High-level design document and Low-level design document
Prepare technical proposal documentation for projects
Assist in sales calls where there is a technical aspect of the project that needs to be explained to the customers
Deliver the various technical aspects of the Ajua Delivery Model
Maintain customer relationships by building technical relationships with the customers’ Engineering and Business Management teams
Assist in reporting requirements when they arise with the customer
Building and engineering support tools to enhance Ajua’s products and services
Essential Requirements
A degree in BSc. Computer Science/Software Engineering/IT related degree is preferred
You have at least 2-4 years of experience in application development
You have excellent English and French skills, both written and spoken
You have extensive experience with Postgres, MySQL, Java/Python programming languages
You have a great experience with databases – data structures, relational data models, Stored Procedures, PL/SQL
You have extensive experience in web technologies – XML, JavaScript
You have experience with Linux, Solaris or UNIX OSs
You have experience with application security technologies (e.g. SSL) to ensure secure applications
You have experience in software life-cycle development (SDLC);
You have experience in Test Driven Development
Experience with application servers and SOA is a plus
Working experience in managing AWS or related cloud infrastructure at scale eg Azure, GCP
Working experience with containerization (Docker,Docker swarm, kubernetes)
Working experience in managing Kafka
You have excellent interpersonal and communication skills
You have experience working in high-pressure environments/projects
You have good presentation skills and excellent report writing skills
You are an excellent team player
You are a highly motivated individual with a high proven work ethic
Working Conditions:
Building impactful products at Ajua that shape businesses and consumers in Africa and the world at large
Great and fun work environment; you get an opportunity to work with brilliant minds at Ajua
Competitive salary.
Growth stage startup grind! Working in a dynamic startup environment
Competitive salary and benefits
Ajua is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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