Customer Success Engineer
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
- Guide customers through technical onboarding, explaining Ajua’s platform capabilities in straightforward terms
- Keep client deployments stable by monitoring uptime, performance, scalability, alerts, and application responsiveness
- Lead customer-facing technical projects, attend client and sales meetings, and translate challenges into solutions
- Help resolve platform issues, coordinate requests with engineering and product, and track requested features
- Build and maintain test plans, scripts, and methods for thorough platform testing
What you bring
- A computer science or information technology bachelor’s degree is required
- At least three years in a comparable position and three years working directly with customers
- Working knowledge of OOD, Linux, web services, APIs, relational and NoSQL databases, and test-driven development
- You can troubleshoot complex software and hardware problems while communicating clearly with customers and internal teams
Who this fits
You’ll suit a customer-facing technical role that combines onboarding, troubleshooting, testing, and project delivery. The position is onsite in Nairobi and is offered on a contractor basis. You’ll work closely with Customer Success, Engineering, Product, clients, and sales.
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. This role will be responsible for providing technology success and support to Ajua clients. Customer Success Engineer deeply understands Ajua’s technology stack and effectively guides customers through the onboarding journey to ensure an amazing and seamless experience. In addition, this role supports the wider engineering team in technological growth and advancements at Ajua, by listening to the customer and experimenting with new solutions for a best in class user experience of Ajua’s products.
Job Responsibilities
Fully understand Ajua’s platform stack and its potential from a technology perspective
Maintain Ajua platform uptime, performance, stability, and scalability at client sites.
Ensure the best possible performance, quality, and responsiveness of the applications
Attend client and sales meetings with the aim of understanding client challenges
Communicating the capability and functionality of the technology to clients in a simple way
Providing support to the customer success team in client onboarding
Managing projects with customers from a technical standpoint
Providing guidance to customers through the Ajua journey from a technology perspective
Responsible for delivering client related technical projects
Providing support to the Customer Success & Engineering team in resolving platform issues and requests
Guiding tech and Customer Success team toward a mature SaaS product
Facilitating platform requests between clients and Ajua
Performing user testing and communication with clients from a technology perspective
Working closely with the Engineering team during all phases of technical tasks
Ensuring adequate system monitoring and alerting of Ajua platform is in place at client’s site
Tracking additional feature requests made by clients, notifying the products team of the same and thinking through how to implement on the back end.
Create, implement, maintain, and enhance test plans, test scripts and test methodologies that ensure exhaustive testing of Ajua platform
Essential Requirements
Bachelor’s degree in Computer Science or Information Technology.
Familiarity with Object-Oriented Design (OOD).
Knowledge of Linux operating systems, web services, and API concepts, frameworks, and implementation approaches.
Problem solving skills, and the ability to troubleshoot complex software and hardware issues.
Knowledge of relational and NoSQL databases
Experience with test-driven development
Willingness to interact closely with customers; understand their objectives; and craft optimal technical solutions.
Clear, effective, and proactive communication skills
Excellent oral and written communication skills.
Excellent organizational and time management skills.
At least 3 years experience working in a similar role.
At least 3 years working in a customer facing role.
Attention to detail.
Dependable individual with a passion for people and service delivery.
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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