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Customer Success Engineer: Implementation & Support at AJUA (Formerly mSurvey)

  • Job TypeContract
  • QualificationBA/BSc/HND
  • Experience2 – 4 years
  • LocationNairobi
  • Job FieldICT / Computer 

Job Description

  • 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.

Method of Application

Interested and qualified? Go to AJUA (Formerly mSurvey) on to apply

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