The challenge

As Partner Success Engineer, you'll play a key role in ensuring our partners not only receive excellent technical support, but truly succeed with Jotelulu's platform. Your mission is to guide, enable, and empower partners throughout their journey - from onboarding to adoption and long-term growth - helping them unlock the full value of our cloud solutions.

You'll be part of the Partner Success / Customer Experience team, operating in a fast-paced, partner-centric environment where your impact goes beyond ticket resolution. This is a hybrid role combining advanced technical expertise with relationship-building, where proactive support, education, and continuous improvement are just as important as solving issues.

In addition to partner-facing responsibilities, you will act as a technical reference within the team, contributing to the resolution of complex incidents, supporting escalations, and helping elevate the overall technical level of the organization.

Collaboration is essential. You'll work closely with Sales during 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 internal knowledge sharing and continuous improvement initiatives.

Requirements that are important for us

We are looking for a technically strong and partner-oriented Partner Success Engineer who combines deep problem-solving capabilities with a proactive mindset and a genuine interest in helping partners succeed.

Relevant experience and expected outcomes

• 4-5+ years of experience in technical support, system administration, or infrastructure roles, preferably within cloud or complex IT environments.
• Strong experience in advanced troubleshooting and incident resolution in production environments.
• Proven ability to diagnose complex issues related to performance, stability, and availability in distributed systems.
• Experience managing critical incidents and high-impact technical escalations.
• Experience onboarding and supporting partners, ensuring smooth adoption and long-term engagement.
• Ability to educate and enable users through training sessions, documentation, or direct support.
• Experience collaborating with Product, Infrastructure, or Engineering teams to resolve complex issues and improve systems.
• Fluency in Portuguese and Spanish; additional languages are a plus.

Key skills and expected impact

• Provide high-quality technical support while building strong, trust-based relationships with partners.
• Lead onboarding processes, ensuring partners quickly understand and adopt the platform.
• Troubleshoot complex cloud and infrastructure issues, ensuring timely and effective resolution.
• 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 partners through training sessions, webinars, and documentation, empowering them to maximize platform value.
• Act as a bridge between partners and internal teams, sharing feedback and contributing to continuous improvement.
• Monitor partner satisfaction and proactively identify opportunities to improve experience, engagement, and retention.
• Contribute to process 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.