IT Support Engineer

Permanent employee, Full-time · México

About this role

We are revolutionizing the cloud services landscape by providing top-tier cloud solutions tailored for Small and Medium-sized Enterprises. As an IT Support Engineer, you will play a key role in ensuring our partners receive outstanding technical support and guidance throughout their journey with us. This position is vital 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. Someone who not only resolves support tickets but also builds strong relationships with our partners, empowering them to get the most out of our platform through proactive support and clear communication.
If you are passionate about cloud technology, technical support, 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 to ensure a smooth transition and thorough understanding of our platform.
Act as a liaison: Collaborate with sales, product, and engineering teams to relay partner feedback and contribute to product and service improvements.
Monitor and improve: Track partner satisfaction metrics and proactively work to enhance the customer experience.
Troubleshoot technical problems: Diagnose and solve complex technical issues, drawing on your knowledge of cloud services and infrastructure.
Document solutions: Maintain detailed documentation of support cases, resolutions, and best practices.
Educate and empower: Deliver training sessions and provide resources to help partners maximize the value of our services.

Languages

Fluency in Spanish and English is required.

What We Are Looking For

This position is based in Ciudad de México, and we are looking for someone who meets the following profile:

3+ years of experience in a technical support or customer success role, ideally in the cloud services or IT sector.
Proven experience with Windows administration (all versions) and core services: Active Directory, IIS, DNS, DHCP, DFS.
Basic knowledge of Linux system administration.
Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues efficiently.
A proactive and service-oriented mindset, with a genuine passion for helping partners succeed.
Excellent communication skills in Spanish and English, with the ability to explain technical concepts clearly, even to non-technical audiences.
Availability to work onsite or in a hybrid format from Ciudad de México.

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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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