The Challenge
As a Technical Customer Success Engineer on the Partner Success team, you will play a key role as the first technical point of contact for our partners, supporting them in their day-to-day operations with Jotelulu and helping them move forward in an agile, clear, and effective manner. Your mission will be to quickly understand their technical and business context, respond to their needs, and contribute directly to improving their experience, driving their growth, and strengthening their relationship with the platform.

You will be part of a structure where you will be on the front line of partner relations, combining direct support, technical judgment, and a consultative approach. You will be a fundamental figure in handling calls, resolving functional and technical doubts, and guiding partners in both problem resolution and the implementation of solutions on the platform.

You will be responsible for providing technical support and continuous guidance, helping partners design, configure, and optimize their solutions in Jotelulu, from initial sizing to the deployment and evolution of their environments. You will have the autonomy to resolve incidents and queries that do not require escalation, providing speed and quality in every interaction.

Collaboration will be key. You will work cross-functionally with technical and product teams to escalate and follow up on more complex cases, ensuring clear and continuous communication until resolution. Additionally, you will contribute to identifying improvements based on partner feedback, helping to evolve both the platform and internal processes.
You will also play a relevant role in the development and growth of the partner base, identifying opportunities for optimization, service adoption, upsell, and retention. We are looking for a person with a technical and problem-solving mindset, the ability to prioritize, and a strong orientation toward building trust from the first contact.
Requirements that are important to us

We are looking for a Technical Customer Success Engineer with experience in technical environments and direct contact with customers or partners, capable of combining technical knowledge, operational agility, and communication skills to support them in their daily operations and maximize the value they derive from the platform.

Relevant experience and expected results:

• 2-5 years of experience in roles with direct contact with customers or partners in technical environments.
• Experience in IT support, systems, technical pre-sales, infrastructure, or MSP environments.
• Ability to quickly understand the partner's technical context and identify needs, incidents, or opportunities.
• Experience resolving technical and functional queries autonomously and efficiently.
• Ability to design and propose solutions on the platform (sizing, configuration, basic service architecture).
• Experience coordinating with technical teams in cases that require escalation and following up until resolution.
• Ability to prioritize based on technical and business impact.
• Experience identifying non-explicit needs and proposing technical improvements or alternatives.
• Contribution to improving the partner experience, increasing platform usage, and retention.

Key competencies:

• Ability to build trust from the first contact, especially in technical conversations.
• Clear, structured, and resolution-oriented communication.
• Ability to translate technical needs into concrete and actionable solutions.
• Mental agility to diagnose problems and propose solutions quickly and with sound judgment.
• Ability to prioritize and manage multiple cases in dynamic environments.
• Partner orientation with a focus on providing value in every interaction.
• Ability to identify opportunities for improvement, optimization, and service adoption.
• Comfort working in coordination with technical and product teams.
• Problem-solving attitude, autonomy, and a practical approach.

We especially value

• Experience working with partners, channels, or resellers.
• Experience in technical pre-sales or hybrid roles between support and technical consulting.
• Knowledge or experience in cloud platforms or virtualized environments.
• Experience with IT infrastructure (networks, systems, virtualization).
• Familiarity with Windows Server environments, VPNs, and Remote Desktop.
• Experience in technical troubleshooting in production environments.
• Comfort in environments with a high volume of interaction and continuous support.

Tools

• Telephone as a key contact channel with partners.
• Jotelulu platform and associated services.
• Ticketing, tracking, and incident management tools.
• Windows Server environments, VPNs, and Remote Desktop.
• Internal documentation and knowledge tools.
• Coordination channels with technical, product, and other internal areas.