Customer Success Engineer: Implementation & Support

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 c