Customer Success Engineer Implementation Support at AJUA

At Ajua, we believe that customer experience is the heartbeat of our business. We are currently looking for a Senior Customer Success Engineer to join our team in Kenya on a full-time, on-site basis. In this role, you will play a vital part in delivering a top-tier experience across our entire product suite. You will manage the full lifecycle of technical incidents and collaborate closely with our engineering and support teams to ensure our solutions consistently meet the needs of our clients.

Key outcomes

• Act as a level-two support engineer for both centrally maintained services and those deployed directly at customer sites.
• Oversee the implementation and maintenance of system monitoring tools to guarantee optimal service uptime.
• Analyze service data to prepare insightful reports and drive the implementation of service improvement plans.
• Lead service improvement initiatives that directly impact our customers.
• Manage the requirements gathering process during project discovery and translate these needs into comprehensive technical design documents, including high-level and low-level designs.
• Draft technical proposals and provide expert support during sales calls to clarify technical project aspects for potential clients.
• Execute the technical components of the Ajua Delivery Model.
• Cultivate strong professional relationships with the engineering and management teams of our clients.
• Develop and refine internal support tools to enhance the quality of our products and services.

Requirements

We are looking for a candidate with a strong background in engineering and technical support. You should possess deep expertise in system monitoring, requirements gathering, and the creation of detailed technical documentation. Proficiency in English is required to effectively communicate with our stakeholders and document our processes. As this is a senior-level position, we value individuals who can take ownership of technical relationships and lead complex delivery tasks with minimal supervision.

How to apply

If you are passionate about engineering excellence and dedicated to providing exceptional customer support, we would love to hear from you. Please submit your application to our team to begin the process of joining Ajua.