Partner Success Engineer (IT Support)

Permanent employee, Full-time · Oficina Plaza España

About this role

We are revolutionizing the cloud services landscape by providing top-tier cloud solutions tailored for Small and Medium-sized Enterprises. As a Customer Support/Success Engineer, you will be at the forefront of our customer interactions, ensuring that our partners receive the highest level of support and guidance throughout their journey with us. This role is crucial to our success as it directly impacts customer satisfaction, retention, and growth.

We are looking for a technically skilled individual who is also personable, flexible, and empathetic. We want a SysAdmin who can take care of our partners and is willing to help, explain, and teach, making the experience with our technical team something unique. We are looking for someone who not only resolves tickets but also helps the partners understand and get the most out of the platform by showing proactivity and a desire to contribute. We are profiles in Spain and France

If you are passionate about cloud technology, customer success, and solving complex challenges, we’d love to hear from you!

You will

Provide exceptional support: Assist partners with technical issues related to our cloud services, ensuring timely and effective resolution.
Onboard new partners: Guide new partners through the onboarding process, ensuring a smooth transition and understanding of our platform.
Act as a liaison: Work closely with our sales, product and engineering teams to relay customer feedback, issues, and suggestions for continuous improvement.
Monitor and improve: Track partners satisfaction metrics and work proactively to improve the overall customer experience.
Troubleshoot technical problems: Diagnose and solve complex technical issues, leveraging your knowledge of cloud services and infrastructure.
Document solutions: Maintain clear and accurate documentation of support cases, solutions, and best practices.
Educate and empower: Conduct training sessions, webinars, and provide resources to help partners maximize the value of our services.

Languages

Fluent Spanish
Fluent English

What We Are Looking For

Experience: 4+ years in a technical support or customer success role, preferably within the cloud services or technology sector.
Technical skills: Strong understanding of cloud computing, networking, and virtual infrastructure. Familiarity with platforms such as AWS, Azure, or Google Cloud is a plus.
Problem-solving mindset: Ability to diagnose complex issues and provide effective solutions quickly and efficiently.
Communication: Excellent verbal and written communication skills in Spanish, with the ability to explain technical concepts even to non-technical audiences.
Customer-focused: A passion for helping partners and ensuring their success with our platform.
Adaptability: Comfortable working in a fast-paced, startup environment where priorities can shift rapidly.
Team player: Collaborative mindset with the ability to work cross-functionally within the company.
Education: A degree in Computer Science, Information Technology, or a related field is preferred but not required.
Administration of Windows (all versions) and its main services: Active Directory, IIS, DNS, DHCP, DFS...
Basic knowledge of Linux system administration.
Experience with Hypervisors: VMWare, Hyper-V, etc.
Knowledge of Networking.
A person willing to contribute and thrive in an open culture based on communication and continuous improvement.

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About us

JOTELULU is a pioneering European cloud service provider, uniquely focused on serving IT companies.
While cloud services spending in Europe is expected to reach several billions in the next years, small and medium-sized enterprises (SMEs) are still an enormously underserved segment. More than 70% of European SMEs do not use any cloud services whatsoever.Jotelulu, through IT companies, has managed to change the way things are done and has cracked the code in order to reach this SME segment. We have a unique opportunity to play a leading role in enabling the digitalization of European SMEs with a solution for IT partners that covers the entire cloud service lifestyle.Our competitive edge lies in our white-label solution, meticulously crafted for IT companies. This approach not only bridges the gap in the market but also addresses the specific challenges that IT companies face with conventional providers:

Simplicity: We streamline the complexity inherent in existing cloud platforms, making our services easy to sell and manage.
Profitability for our Partners: Our model ensures enhanced profit margins, a stark contrast to the slim returns typically seen in this sector.
Afordability for SME’s: Our services are designed to be cost-effective, making advanced cloud solutions accessible to SMEs without compromising on quality.

Our own public cloud infrastructure is self-managed, with data centers located in Madrid and Paris, ensuring reliability and top-tier performance.Currently, JOTELULU is entering an exhilarating phase of expansion across Europe and Latam, broadening our offerings to IT companies. This growth reflects our core ethos—a ProductEngineering mindset that remains the cornerstone of our approach.

How do we achieve this? By living our J.O.T.E. values every single day:

Joy: People who feel happy and confident are more likely to try new things and are better equipped to face challenges.
Ownership: Taking the initiative to deliver positive results, being accountable for the outcome of your actions.
Trust: Building trust internally, through care and appreciation for our employees, and externally, with our customers, who are the core of our business.
Effectiveness: Combining intelligence, imagination, and knowledge to achieve results.

Join us at JOTELULU on this exciting journey as we redefine cloud services for IT companies and their SME clients.

What we offer:

An opportunity for personal and professional growth, supported by high functioning teams and the exciting challenges that come with joining a company at the start of its growth trajectory.

An inclusive and upbeat work environment: leave your suit behind... we’re a t-shirt and converse kind of place! More importantly, our company culture promotes diversity and inclusion. The personality and opinions of each of our team members are important and valid, and we aim to offer all employees a safe environment where they can be themselves and thrive

An environment free of bureaucracy and corporate constraints; a culture where your opinion is highly valued and appreciated.

Flexibility: a great work-life balance.

Offices in the center of Madrid and flexible working model.

Professional growth: For training courses related to your role.

Flexible compensation: you'll be able to include your monthly expenses in meals and transportation into your payroll.

Health care: we have optional health insurance as flexible retribution

Feedback and transparent culture: feedback is the breakfast of champions, and we take it seriously. We have a real-time and honest feedback culture, with monthly formal 1to1 sessions with your manager, a performance evaluation plan (with semestral evaluations) and monthly all-hands meetings to understand all the business information you need!

Ready? Don’t wait any longer and apply for this opportunity!
If you think you don't tick all the boxes, but the project sounds interesting to you, we'd still love to hear from you.

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We are looking forward to hearing from you!

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