Partner Success Engineer Manager

Permanent employee, Full-time · Híbrido, Oficina Plaza España

About this role

What are we looking for?
We’re hiring a Partner Success Engineer Manager – Technical Support, a hands-on leader with a strong technical foundation and an even stronger sense of responsibility for people and performance. You’ll manage our international Partner Success Engineering team and ensure our partners receive top-tier support in every interaction.
This role is all about driving excellence through people. You’ll oversee operations, coach your team, optimize workflows, and contribute to strategic decisions around support and customer experience. You’ll also be the voice of our partners internally—making sure what matters to them is reflected in how we work and what we build.
We move fast and work hard. We’re looking for someone with the energy, commitment, and resilience to keep up with that pace—someone who thrives when things get intense and brings clarity when they get complex.

What will make us fall in love with you as a candidate?

It will be a perfect match if…

You’re a people-first manager. You know how to build, grow, and retain technical teams across borders—always with empathy, direction, and high expectations.
You take ownership. You don’t wait to be told what to do. You proactively improve processes, raise issues, and make decisions with confidence.
You’re fast, but thorough. You balance urgency and quality—moving with speed but never cutting corners when it comes to service or communication.
You’re always available when needed. You know that leading a support team sometimes means jumping in at unexpected times. You’re reliable and resilient, and your team feels supported.
You make complexity feel simple. Whether it’s a tricky technical incident or a team performance issue, you bring structure and clarity.
You think global, act local. You understand how to unify processes across regions (Spain, France, Portugal) while adapting to local needs.
You lead with purpose. You care about metrics, yes—but even more about people, context, and long-term value.

You will

Drive customer success: Collaborate with cross-functional teams, including sales, product, and engineering, to ensure partner feedback is incorporated into service enhancements and future product development.
Manage the team: Oversee the day-to-day activities of the Partner Success Engineers, ensuring they meet performance goals and deliver high-quality support to partners.
Set strategic direction: Develop and implement support and success strategies that align with company objectives and enhance partner experience.
Monitor performance metrics: Track key performance indicators (KPIs) related to customer satisfaction, resolution times, and overall team performance, taking action to ensure continuous improvement.
Mentor and develop your team: Provide training, guidance, and support to Partner Success Engineers to enhance their technical and customer service skills, fostering an environment of growth and continuous learning.
Improve processes: Identify and implement process improvements to increase efficiency, reduce response times, and improve partner satisfaction.
Ensure technical excellence: Serve as a point of escalation for complex technical issues, ensuring timely and effective resolution.
Maintain global alignment: Ensure consistency in support delivery across regions, adapting strategies as necessary to accommodate local market needs and challenges.

Languages

Spanish proficiency
English proficiency

What We Are Looking For

Requirements that are important for us (Please, only apply if you match these).

Experience. 7+ years in technical support or customer success, with at least 3 years managing international or regional teams. Experience in cloud services or B2B tech environments is a strong plus.
People management. Demonstrated ability to coach, mentor, and grow high-performing technical teams across different cultures and time zones.
Technical expertise. Deep understanding of infrastructure, Windows administration, virtualization (VMware, Hyper-V), and networking.
Languages. Fluency in Spanish and English is required (French and Portuguese are a plus).
Communication. Clear, calm, and persuasive communicator—both verbally and in writing.
Data-driven mindset. Comfortable using KPIs to track team performance and inform strategic decisions.
Resilience & adaptability. Able to prioritize, pivot, and perform under pressure. You don’t get overwhelmed—you get organized.ntals and troubleshooting.

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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.

Company health insurance: we hope you won't need it, but just in case, we provide you access to the best medical network.

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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