The challenge

As Partner Success Engineer, you'll play a critical role in delivering an outstanding technical experience to our partners, ensuring they can successfully adopt, use, and scale Jotelulu's cloud platform. Your mission goes beyond resolving tickets - you'll act as a trusted technical advisor, helping partners overcome challenges, optimize their environments, and get real value from our solutions.

You'll be part of the Support / Customer Experience team, working in a fast-paced, partner-centric environment where quality, responsiveness, and technical expertise directly impact satisfaction, retention, and growth. This is a hands-on role where you'll combine deep technical troubleshooting with proactive support, onboarding, and continuous improvement.

Collaboration is key. You'll work closely with Sales to support partner onboarding, with Product and Engineering to escalate issues and share feedback, and with Customer Success / Partner Success teams to ensure partners are engaged and successful over time. You'll act as the bridge between partners and internal teams, helping translate technical challenges into actionable improvements.

Requirements that are important for us

We are looking for a technically strong and customer-focused IT Support Engineer who combines problem-solving skills with clear communication and a proactive mindset.

Relevant experience and expected outcomes

• 3+ years of experience in technical support or customer success roles, preferably within cloud services or technology environments.

• Strong ability to diagnose and resolve complex technical issues efficiently, ensuring high-quality support and partner satisfaction.

• Experience supporting or working with cloud platforms, virtual infrastructure, and networking environments.

• Proven ability to onboard and guide partners, ensuring smooth adoption and effective use of technical solutions.

• Experience documenting solutions, maintaining knowledge bases, and contributing to operational best practices.

• Fluency in Spanish and English.

Key skills and expected impact

• Provide timely and effective technical support, ensuring resolution of partner issues and a high level of satisfaction.

• Lead partner onboarding processes, ensuring a smooth transition and strong understanding of the platform.

• Troubleshoot complex environments, including cloud infrastructure, networking, and system configurations.

• Educate and empower partners through training sessions, documentation, and proactive guidance.

• Collaborate cross-functionally to escalate issues, share feedback, and improve product and service quality.

• Monitor partner experience and identify opportunities to improve processes, support quality, and retention.

• Communicate technical concepts clearly to both technical and non-technical audiences.

Tools

• Experience working with cloud platforms such as AWS, Azure, or Google Cloud.

• Strong knowledge of Windows Server environments and core services.

• Familiarity with Linux system administration (LPIC-1 / LPIC-2 or equivalent is a plus).

• Experience with hypervisors such as VMware or Hyper-V.

• Knowledge of networking concepts (LAN/WAN, VPNs, network security best practices).

• Experience with monitoring tools such as Zabbix or similar solutions.

• Familiarity with ticketing and documentation tools such as Jira and Confluence.

• Relevant certifications such as Microsoft (MCP, MCSE), Cisco (CCNA, CCNP), or CompTIA Network+ are highly valued.