Technical Field Customer Success Specialist

Location: Algeria (with regular travel within the country)

About the Role

We're looking for a technical, hands-on person to help our first factories get started (onboarding users) with Zad AI Software, setting up machines in the system, and making sure they have a great user experience. This person will also be our "eyes and ears in the field", bringing back insights to improve the product and, when possible, helping us build an online presence and generate new leads.

Main Responsibilities

• Visit customers to:

• Help set up accounts and machine profiles

• Guide operators and engineers on how to use our software

• Follow up with users (on-site or remote) to:

• Understand what works and what doesn't

• Identify issues and communicate them clearly to the product/tech team

• Collect and organize feedback, use cases and ideas from the field

• Contribute to simple documentation and internal playbooks (FAQs, short guides, onboarding checklists)

• Support basic marketing & growth activities, such as:

• Sharing stories from the field, posts and short articles(short texts, photos, or simple videos)

• Helping with online outreach and lead generation when needed

Required Skills – Critical to Have

• Technical orientation

• Comfortable learning how industrial machines and processes work

• Able to understand and explain how software features behave in practice

• Communication & writing

• Clear, structured communication with operators, engineers, and managers

• Good written English (for internal communication and simple content)

• Customer-facing mindset

• Enjoys being on the factory floor and talking to users

• Listens carefully, asks good questions, and can summarize what users need

• Ownership & organization

• Can plan visits, manage follow-ups, and keep basic notes or reports

• Comfortable working with checklists, spreadsheets, and simple tools

• Mobility

• Able and willing to travel within Algeria as needed

Required Skills – Nice to Have (each skill or level of exposure is a bonus point)

• Background or experience in one of the following fields:

• Industrial engineering / mechanical / automation / software

• Marketing & digital presence:

• Comfortable posting on LinkedIn or similar platforms

• Basic understanding of how to present a product online in a professional way

• Light sales / growth skills:

• Comfortable reaching out to potential clients online

• Can support basic lead generation and follow-up messages

• Content creation: Able to record simple videos, take good photos, or create short how-to posts

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