Customer Success Engineer: Implementation and Support

At Ajua, exceptional customer experience is at the heart of our mission, and we are seeking a dedicated Customer Success Engineer to deliver a top-tier experience across all our products.The ideal candidate will provide both onsite and remote engineering support, managing the entire lifecycle of incidents and problems to enhance customer satisfaction with Ajua’s offerings. This role demands close collaboration with various teams across all levels of technical support and engineering.Key Responsibilities:Act as a level-two support engineer for production services deployed at customer locations, along with centrally managed services.Implement and maintain monitoring systems at client premises, coordinating with service desk personnel to ensure optimal service uptime.Compile and present service reports, including insights and implementation plans for service improvement.Lead service improvement initiatives that involve customer engagement.Gather and document requirements during the project discovery phase to ensure a smooth delivery process.Convert gathered requirements into comprehensive technical design documents, including Product Definition, High-Level Design, and Low-Level Design documents.Draft technical proposals for various projects.Support sales calls where technical aspects of projects require clear explanations to customers.Deliver on the various technical facets of the Ajua Delivery Model.Foster and maintain strong technical relationships with customers' engineering and business management teams.Assist in reporting requirements as they arise with customers.Develop and engineer support tools to enhance Ajua’s products and services.

Role overview Jobgether is seeking a B2B SaaS Implementation & Customer Success Specialist to support its platform for mining and FIFO operations in Kenya. This role centers on guiding clients through onboarding, encouraging adoption, and building lasting partnerships. The position involves both strategic planning and hands-on execution to help clients realize the value of the software. Main responsibilities Lead software implementation projects for clients in the mining, energy, and construction sectors Coordinate onboarding and deliver user training sessions to ensure a smooth rollout Collaborate with client teams across logistics, finance, IT, and operations to tailor system configurations Advise clients on best practices and suggest operational improvements to maximize software benefits Serve as the primary point of contact for client inquiries, feedback, and ongoing relationship management Troubleshoot and resolve operational challenges during and after implementation Support the development of internal processes and customer success strategies Work structure and collaboration This is a remote-first position based in Kenya International travel may be required for certain client projects Work closely with a range of internal and external stakeholders Who succeeds in this role Professionals who are client-focused and comfortable balancing both strategy and direct action Individuals who can navigate complex workflows and collaborate effectively with diverse teams People who take ownership and are motivated to make a clear impact in customer success

At Ajua, we place Customer Experience at the heart of our mission. As a Customer Success Engineer, you will exemplify exceptional customer engagement with our suite of innovative products. This pivotal role requires a deep understanding of Ajua's technology stack, allowing you to expertly guide clients through an impactful onboarding journey, ensuring a seamless experience. You will also collaborate with our engineering team to foster technological growth, attentively listening to customer feedback and exploring new solutions to enhance user experience.Key ResponsibilitiesGain comprehensive knowledge of Ajua’s platform stack and explore its technological potential.Ensure the uptime, performance, stability, and scalability of the Ajua platform for clients.Strive for optimal performance, quality, and responsiveness of applications.Participate in client and sales meetings to understand and address client challenges.Communicate technology capabilities and functionalities to clients in an easily understandable manner.Assist the customer success team in onboarding new clients.Manage technical projects with clients effectively.Guide customers through the Ajua journey from a technological perspective.Lead the delivery of client-centric technical projects.Support the Customer Success & Engineering team in resolving platform issues and requests.Steer the tech and Customer Success team towards developing a mature SaaS product.Facilitate client requests between customers and Ajua.Conduct user testing and maintain communication with clients from a technical standpoint.Work closely with the Engineering team throughout all phases of technical projects.Ensure proper system monitoring and alerts for the Ajua platform at client sites.Track additional feature requests from clients, notify the product team, and strategize implementation plans.Create, implement, maintain, and enhance test plans, scripts, and methodologies to ensure thorough testing of the Ajua platform.

Join Our Team as a Customer Success ManagerAt Ajua, we are dedicated to enhancing the customer experience for businesses across Africa. We are looking for a skilled Customer Success Manager to cultivate strong relationships with our clients, ensuring they achieve maximum value from our innovative solutions.Key Responsibilities:Oversee and nurture assigned customer accounts, fostering relationships that deliver substantial value for both the customer and Ajua.Act as the primary liaison for business communications, promptly updating customers on new products, service enhancements, and company developments.Embed the Ajua value proposition within the customer base, facilitating their full utilization of our products and services.Drive business growth through upselling additional products and solutions tailored to customer needs.Manage the comprehensive customer account setup process, including user creation, survey identification, engagement definition, testing, and customer approval.Ensure a seamless onboarding experience by collaborating with key Ajua departments including Products, Sales, Engineering, Partnerships, and Finance.Conduct training sessions for new and existing customers to effectively navigate the system, view feedback, and download reports for optimal usage.Address customer inquiries and challenges swiftly, escalating issues when necessary to maintain high satisfaction levels.Manage the billing process to ensure accurate invoicing, credit management, and adherence to contractual agreements.Lead project management initiatives for special events, including customer success weeks.Compile and submit detailed status reports on customer accounts, highlighting both successes and areas for improvement.Collaborate with cross-functional teams to provide insights on customer trends, contributing to the continuous development of our products and services.Perform additional duties as assigned.

Key Responsibilities:1. Drive the growth of the aftermarket business across various regions within the African territory.2. Address and resolve complaints from customers and dealers, including fault identification and correction.3. Troubleshoot and resolve issues regarding the installation and operation of chillers, packaged units, ducted split systems, and HVAC systems.4. Perform preventive, corrective, and breakdown maintenance on HVAC equipment and systems.5. Select appropriate replacement parts and manage the requisition of spare parts and consumables in accordance with company protocols for repairs and maintenance.6. Regularly maintain and update customer databases, service reports, and equipment maintenance history.7. Provide technical support and troubleshooting assistance.8. Conduct service training programs for service engineers and technicians representing distributors.9. Advise customers on repair options, including cost estimates, and recommend preventive maintenance strategies.10. Prepare quotes and execute service jobs efficiently.11. Respond promptly to emergency situations outside of regular hours to address immediate safety concerns.12. Assist customers in starting up and commissioning supplied equipment.13. Offer telephone and email support to customers for equipment startup or troubleshooting issues.

The Tier 3 NOC Engineer at distro plays a key role in maintaining the stability and performance of network infrastructure. This Nairobi-based position covers 24/7 monitoring, incident response, escalation management, and advanced troubleshooting. The engineer works closely with cross-functional teams and ensures service level agreements (SLAs) are met. Network Monitoring and Performance Monitor network infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and the in-house Cosmos system. Track bandwidth, latency, packet loss, and other key performance indicators. Set and maintain monitoring thresholds, alerting policies, and SLA targets. Incident and Problem Management Respond to alerts and outages within SLA timelines. Handle triage, diagnosis, and manage incidents through resolution. Perform root cause analysis and document findings for future reference. Identify trends and recommend preventive actions. Escalation Management Act as the main escalation point for Tier 1 and Tier 2 support teams. Escalate advanced technical issues to Tier 4 engineers or specialized teams as needed. Coordinate vendor support and lead bridge calls during major incidents. Facilitate communication among technical teams, management, and stakeholders. Network Operations and Maintenance Apply firmware updates, patches, and configuration changes. Configure routers, switches, firewalls, load balancers, and wireless controllers. Set up VLANs, access control policies, and VPNs. Carry out change management and maintenance tasks. Troubleshooting and Support Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks. Troubleshoot protocols such as BGP, OSPF, EIGRP, and STP. Analyze network traffic using Wireshark and tcpdump. Address DNS, DHCP, firewall, NAT, and VoIP issues. Handle SSID requests, conference room issues, and special support requests. Field Technician Coordination and Dispatch Coordinate dispatches for PMS troubleshooting and connectivity issues with field technicians. Conduct WiFi site surveys, coverage assessments, and wireless optimization. Oversee third-party vendor troubleshooting for video, VoIP, and conference room technology. Manage onsite troubleshooting and vendor escalations. Documentation and Collaboration Maintain current network documentation, topology diagrams, and standard operating procedures. Prepare post-incident and root cause analysis reports. Participate in capacity planning and ongoing improvement projects. Collaborate with engineering, logistics, equipment teams, and third-party vendors to integrate new technologies.

Lead initiatives to attract and retain clients through strategic, solution-oriented business development.Oversee customer onboarding, training, and successful integration of AI-driven products.Serve as the main liaison between clients and our internal product and technology teams.Create and conduct impactful training sessions for clients and partners.Facilitate pilot programs, demonstrations, and ensure success post-implementation.

Position OverviewAction Against Hunger is at the forefront of the global initiative to eradicate hunger. Each year, we touch the lives of 28 million individuals through our innovative programs aimed at hunger prevention and treatment. Operating in 55 countries, our team of 8,990 dedicated staff collaborates with communities to tackle the root causes of hunger: climate change, conflict, inequity, and emergencies. Our ultimate goal is to foster a world free from hunger for everyone.As part of the Action Against Hunger International network, Action Against Hunger USA operates independently in eight countries, including Kenya, South Sudan, Somalia, Tanzania, Uganda, Ethiopia, Zambia, and Haiti.Role SummaryThe Temporary Program Support Assistant role offers a unique opportunity for individuals seeking to gain practical experience within a humanitarian organization.Objective:This position will assist in advocacy campaigns, policy research, and public engagement initiatives aimed at addressing the underlying causes of hunger and promoting humanitarian diplomacy in the Horn of Africa. Key responsibilities include researching policy matters, monitoring humanitarian contexts, supporting digital campaigns, facilitating workshop logistics, drafting advocacy materials, and providing administrative support to Advocacy leads.Under the guidance of the Regional Advocacy Specialist, the Temporary Program Support Assistant will help execute Action Against Hunger's advocacy strategy to enhance the organization's influence and visibility in the Horn of Africa and strengthen awareness of our mandate and programs among partners, donors, the media, and the public.Key ResponsibilitiesAssist in planning and implementing advocacy initiatives.Help develop advocacy content, including multimedia packages, policy analyses, toolkits, and social media engagement materials.Support the production and finalization of advocacy and external relations materials.Coordinate advocacy workshops, campaigns, and events.Monitor humanitarian developments in strategic areas relevant to ACF USA.Manage external relations, including website and social media content, in partnership with the Global Communications team.Perform other relevant duties as assigned.

Ajua is a pioneering growth-stage startup backed by Silicon Valley and African venture capital, dedicated to revolutionizing customer experiences across the continent. We are proud to be Africa’s first Integrated Customer Experience company, empowering businesses to grow while providing consumers with choices.Are you excited about tackling the continent's most significant challenges through technology? Join us as a Senior Platform Engineer! We seek a passionate individual who is dedicated to crafting innovative software solutions that drive progress across Africa.In this role, you will report directly to the Head of Engineering and be instrumental in developing exceptional software solutions to enhance our real-time data platform.

Champion the complete NetSuite solution architecture, encompassing core ERP functionalities, Advanced Financials, and pertinent modules.Craft scalable and future-oriented NetSuite environments that align with client growth trajectories and regulatory frameworks.Steer system design decisions spanning financials, procurement, inventory management, revenue recognition, and integrations.Lead or supervise the implementation, upgrading, and intricate enhancement projects of NetSuite solutions.Convert business and financial requirements into comprehensive functional and technical specifications.Assess and enhance existing NetSuite configurations for optimal performance, compliance, and reporting accuracy.Design and manage integrations with third-party systems, including CRM, billing, payroll, and data warehouses.Oversee SuiteScript (1.0 / 2.x), workflows, SuiteFlow, and custom records.Ensure that customizations adhere to NetSuite best practices and remain upgrade-safe.Act as a trusted advisor to US-based clients and internal stakeholders, providing expert insights and solutions.Collaborate closely with Finance, Operations, and Engineering teams to deliver integrated solutions.Facilitate solution walkthroughs, system demonstrations, and technical discussions with client leadership.Guarantee that solutions comply with SOX, audit readiness, and US GAAP standards.Establish system governance, documentation standards, and change management protocols.

Training Period (6-8 Weeks of Comprehensive Customer Service Training):Acquire in-depth knowledge of customer service best practices and company policies.Refine your call handling and troubleshooting skills to enhance customer satisfaction.Engage in customer interaction simulations to build real-world practical skills.Enhance your communication and problem-solving abilities through structured role-playing exercises.Attend daily training sessions and team meetings for progress assessments and constructive feedback.Gain hands-on experience with customer service software, CRM tools, and telephone systems.Complete tasks and practical challenges as assigned by trainers.Maintain adherence to training protocols, ensuring excellent attendance and meeting performance criteria.Post-Training Responsibilities:Deliver exceptional customer service via phone and online interactions, upholding integrity and ethical standards.Proactively complete assigned tasks while seeking additional responsibilities for personal growth.Strictly adhere to processing guidelines, implement Quality Control feedback, and minimize errors.Engage in constructive feedback sessions with QC teams and leadership to enhance performance.Communicate any attendance issues promptly to the Team Leader.Participate in shadowing sessions to assist in onboarding new team members.Attend all relevant company and project meetings as required.Be ready to take on additional tasks as directed by the Team Leader.

Role Overview M-KOPA is hiring a Customer Operations Officer for its eMobility team in Nairobi. This position supports customers through the driving licensing process, working closely with driving schools, the retail team, and regulatory bodies such as NTSA. The role suits someone who pays attention to detail, follows up reliably, and communicates well with partners and colleagues. About M-KOPA and the Mobility Team M-KOPA’s Mobility team is growing quickly across Kenya. The team values operational precision and a strong customer focus. As Customer Operations Officer, the work spans several departments and involves external partners. The goal: help every new customer move smoothly from enrollment to becoming a fully licensed rider. The environment is process-driven, and success depends on careful coordination and proactive problem-solving. What You Will Do Oversee class enrollment, monitor learner attendance, and help issue introduction letters with driving schools and the customer experience team. Manage the issuance and tracking of Provisional Driving Licenses (PDLs) and Interim Driving Licenses (IDLs), ensuring compliance with regulations. Coordinate with NTSA to support timely processing and delivery of Smart Driving Licenses. Serve as the main operational contact for driving school partners, maintaining regular daily and weekly communication. Track rider enrollment numbers and collaborate with the retail team to ensure driving school packages are provided on time. Monitor customer conversion timelines and work with relevant teams to resolve any process delays.

Event and Room Block CoordinationAssist the Director of Lodging and Account Managers in orchestrating room blocks for scheduled events.Efficiently create, modify, and cancel room reservations with precision.Maintain a comprehensive inventory of room allocations, reservations, and hotel assignments.Monitor hotel pick-up rates and proactively engage with hotels, CVBs, and partner clients.Review and interpret RFPs and contracted event agreements with hotels.Customer Service and Client SupportAct as the primary point of contact for customer inquiries through phone, email, and chat.Investigate and resolve reservation issues and housing-related concerns.Conduct outbound calls to attendees, hotel partners, venue staff, and event operators.Provide timely, accurate, and professional responses across all communication channels.Stakeholder and Partner RelationsFoster and maintain strong relationships with hotel partners and vendors.Engage in strategic meetings with event owners and venue teams to understand housing needs and clarify service offerings.Collaborate with venue staff and event owners to assess housing performance, pick-up trends, and address any concerns.Provide on-site representation at selected events, conferences, and sales meetings as needed.Reporting and Performance TrackingTrack booking sales pace and compile pre- and post-event metrics.Collect and analyze performance indicators to deliver actionable insights.Collaborate closely with internal teams to ensure KPIs are achieved and continuously improved.Marketing and Cross-Functional CollaborationCoordinate with the Marketing Department to bolster promotional strategies for event housing.Support outreach initiatives to enhance room block engagement and bookings.

We are seeking a skilled Platform Engineer to join our dynamic team at Ajua. The ideal candidate will possess the following abilities:Ensure the continuous uptime, performance, stability, and scalability of Ajua’s platform.Collaborate with peers to design, mentor, and refine system architecture and design.Build, maintain, and scale a top-tier public API.Create robust and extensible solutions based on feature requests.Hands-on experience with data processing technologies such as Kafka, Hadoop, and Spark.Work alongside Data Scientists to craft valuable, feature-rich applications.Collaborate with Database Administrators to develop ETL processes and Data Warehouse systems.Partner with Operations to automate processes and enhance service reliability.Familiarity with Machine Learning applications and large-scale data repositories for business intelligence; experience in App development is a plus.Monitor all production systems related to the platform closely.Be available for periodic on-call duties.Thoroughly analyze requirements and propose solutions that effectively address customer pain points.Conduct testing and unit testing to ensure the delivery of high-quality work.Continuously acquire technical skills and knowledge, supporting team development.Maintain comprehensive documentation of development work completed.

Join Ajua as a Senior Product Engineer and play a pivotal role in creating exceptional SaaS products that empower businesses across Africa and beyond. You will be instrumental in enhancing various components of the Ajua product suite, ensuring they significantly impact our clients' success.Key Responsibilities:Direct the development of Ajua’s product suite towards a comprehensive Integrated Customer Experience Platform, leading MVP launches and subsequent enhancements.Guide a dynamic team of engineers and designers through agile methodologies, fostering collaboration and innovation.Ensure the Ajua platform remains stable, reliable, and user-friendly while continually optimizing performance.Design and mentor in product architecture and design, challenging the status quo for excellence.Conduct qualitative and quantitative research to identify customer challenges, developing solutions that are prototyped, iterated, and launched effectively.Create intuitive, feature-rich customer experiences that exceed Ajua clients' expectations.Take ownership of product features from inception through to launch and user engagement.Manage your workload efficiently within tight deadlines to maximize impact.Collaborate with Data Scientists to introduce valuable features that enhance our offering.Partner with Operations to streamline solutions and boost service reliability.Thoroughly analyze requirements and devise solutions that address genuine customer pain points.Conduct rigorous testing and unit testing to deliver high-quality outcomes.Continuously enhance your technical skills and knowledge while fostering team growth.Document development processes and outcomes meticulously.

Cross Border Talents is seeking a Principal Java Engineer to join our client's team in Portugal. Are you a skilled problem-solver with a solid foundation in software development? Do you aspire to be part of a forward-thinking team that leverages technology to drive positive change?If so, this opportunity could be the perfect fit for you!Our client, a rapidly expanding non-profit social enterprise, operates in the Netherlands, Portugal, South Africa, India, Kenya, and Ethiopia. They specialize in creating digital platforms designed to inspire users—especially young women and adolescent girls—to make beneficial lifestyle choices. By collaborating with local communities, they implement strategies such as reminders, discounts, and reward points to motivate users to access and utilize health products and services.All of their offices are modern, open environments filled with passionate, international colleagues. Whether you're working from our bustling Nairobi office, the rapidly growing South Africa branch, or remotely, our team is youthful, and our culture is vibrant and dynamic. We pride ourselves on a fast-paced, informal, and friendly work atmosphere.Your Role:As the Principal Engineer, you will be responsible for developing and maintaining the software that powers our systems. You will provide guidance on software implementation and delivery while ensuring adherence to technical principles and standards across teams.Your key responsibilities will include:Influencing and implementing software engineering principles in the design, development, maintenance, testing, and evaluation of our software.Collaborating closely with architects and engineering teams to enhance and expand features on our software platform.Utilizing your coding expertise to mentor and coach fellow engineers on complex challenges.

Role overview talentsafari is seeking a Machine Learning Engineer based in Nairobi. The position centers on developing and improving machine learning models that solve practical business challenges. Success in this role depends on working closely with colleagues from a variety of departments. What you will do Design and implement machine learning algorithms tailored to business needs Collaborate with teams throughout the company to gather requirements and deliver model-driven solutions Optimize models for greater accuracy, stronger performance, and better scalability

Role overview Speechify is looking for an iOS Core Product Software Engineer in Nairobi, Kenya. This role centers on developing and enhancing iOS applications that support Speechify’s product experience. What you will do Collaborate with fellow engineers to design and build new features for iOS apps Work on improving app performance and reliability over time Influence the user experience by making careful technical choices Location This position is based in Nairobi, Kenya.

Are you a skilled problem-solver with extensive experience in software development, particularly in Front End Development? If you’re eager to join a dynamic team that leverages technology to drive positive change, this opportunity may be your perfect fit.Our client is a rapidly expanding non-profit social enterprise with a presence in the Netherlands, Portugal, South Africa, India, Kenya, and Ethiopia. They specialize in creating digital platforms that inspire users, especially young women and adolescent girls, to make empowered health choices. By collaborating closely with local communities, they utilize strategic nudges like reminders, discounts, and reward points to motivate users to access essential health products and services.The work environment is vibrant, with open spaces filled with enthusiastic international colleagues. Whether you are based in our main office in Nairobi, the burgeoning office in South Africa, or working remotely, you will find a youthful, global, and dynamic culture. Our atmosphere is fast-paced, informal, and welcoming.As the Frontend Developer Team Lead, your role will encompass both managerial responsibilities and hands-on software development to ensure our platform's success.You will be tasked with coordinating the frontend development team's projects and actively collaborating on cross-team initiatives.Furthermore, you will oversee the maintenance and enhancement of our software platform, ensuring that it remains secure and functional while incorporating new features. Your expertise in software engineering principles will guide the design, development, maintenance, testing, and evaluation processes.

About ShareAt Share, we are revolutionizing the Internet Service Provider landscape in Africa by creating a cutting-edge, fully automated software-defined network. Our innovative approach integrates fiber, wireless technologies, and intelligent routing into a cohesive ecosystem that empowers ISPs to thrive.About the RoleWe are in search of a Lead Systems Engineer to take charge of the compute, storage, and platform infrastructure that powers our network. You will be instrumental in developing systems that facilitate automated provisioning, AI-enhanced network operations, and real-time telemetry across various markets. This role offers the opportunity to work on greenfield projects, where you will make critical decisions regarding database management, service deployment, and intelligent automation instrumentation. If you are passionate about leveraging AI for network optimization and eager to construct adaptive infrastructure, this position is tailored for you.Key ResponsibilitiesPlatform InfrastructureDesign and implement virtualization platforms (Proxmox, KVM) across distributed Points of Presence (PoPs).Oversee Kubernetes clusters for platform services and microservices deployment.Architect scalable storage systems (Ceph, ZFS, TrueNAS) for network telemetry and operational data.Develop and maintain AAA infrastructure (FreeRADIUS with Percona MySQL cluster) handling thousands of concurrent users.Implement essential services: DNS, NTP, syslog, DHCP, and IPAM.Database & Data SystemsDeploy and fine-tune time-series databases (TimescaleDB, InfluxDB) for scalable network metrics.Design data pipelines that support AI/ML models for network automation.Establish backup, replication, and disaster recovery plans.Create unified data architectures connecting physical infrastructure (fiber, devices, PoPs) with logical network states (IP allocations, routing, VLANs) and operational telemetry into usable systems.Develop data pipelines that link network events to billing and SLA compensation processes.AI-Driven Network OperationsConstruct the telemetry and observability stack that empowers intelligent network operations, enabling proactive management and optimization.