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 advanced technical troubleshooting with proactive support, onboarding, and continuous improvement.
In addition, you will act as a technical reference within the team, contributing to the resolution of complex incidents, supporting high-impact escalations, and helping elevate the overall technical capability of the organization.
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 Infrastructure teams to improve platform stability and performance. You will also contribute to knowledge sharing, process improvement, and operational excellence initiatives.
Requirements that are important for us
We are looking for a technically strong and customer-focused Partner Success Engineer who combines deep problem-solving capabilities with clear communication and a proactive mindset.
Relevant experience and expected outcomes
- 4–5+ years of experience in technical support, system administration, or infrastructure roles, preferably within cloud services or complex IT environments.
- Strong experience in advanced troubleshooting and incident resolution in production environments.
- Proven ability to diagnose issues related to performance, stability, and availability in distributed systems.
- Experience managing critical incidents and high-impact technical escalations.
- Experience 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.
- Experience collaborating with Product, Infrastructure, or Engineering teams to resolve complex issues and improve systems.
- Fluency in Spanish and English.
Key skills and expected impact
- Provide timely and high-quality technical support, ensuring effective 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.
- Act as a technical reference for complex incidents and support escalations within the team.
- Apply structured and analytical thinking to diagnose and resolve issues efficiently.
- Translate complex technical problems into clear, actionable solutions for both technical and non-technical audiences.
- 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.
- Contribute to continuous improvement, automation, and operational standardization.
- Support knowledge sharing and mentoring of more junior team members.
Tools
- Experience working with cloud platforms such as AWS, Azure, or Google Cloud.
- Strong knowledge of Windows Server and/or Linux environments.
- Experience with virtualization technologies such as VMware or Hyper-V.
- Solid understanding of networking concepts (LAN/WAN, VPNs, network security).
- Familiarity with monitoring, observability, and logging tools (e.g., Zabbix or similar).
- Experience with ticketing, incident management, and documentation tools (e.g., Jira, Confluence).
- Exposure to automation and scripting tools is a strong plus.
- Relevant certifications such as Microsoft (MCP, MCSE), Cisco (CCNA, CCNP), or CompTIA Network+ are highly valued.