Technical Customer Success Engineer

About this role

As a Technical Customer Success Engineer within the Partner Success team, you'll play a key role as the first technical point of contact for our partners, supporting them in their day-to-day work with Jotelulu and helping them move forward in a fast, clear, and effective way. Your mission will be to quickly understand their technical and business context, respond to their needs, and directly contribute to improving their experience, driving their growth, and strengthening their relationship with the platform.

You'll be part of a team that is on the front line of partner relationships, combining direct support, technical expertise, and a consultative approach. You'll be a key point of contact for handling calls, resolving functional and technical questions, and guiding partners through both problem resolution and the implementation of solutions on the platform.

You'll provide ongoing technical support and guidance, helping partners design, configure, and optimize their solutions on Jotelulu, from initial sizing through deployment and the ongoing evolution of their environments. You'll have the autonomy to resolve incidents and queries that do not require escalation, providing speed and quality in every interaction.

Collaboration will be key. You'll work cross-functionally with technical and product teams to elevate and follow up on more complex cases, ensuring clear and continuous communication through to resolution. You'll also contribute to identifying improvements based on partner feedback, helping evolve both the platform and our internal processes.

You'll also play an important role in developing and growing our partner base by identifying opportunities for optimization, service adoption, upselling, and retention. We're looking for someone with a technical and problem-solving mindset, strong prioritization skills, and a genuine ability to build trust from the very first interaction.

Requirements that are important to us

We're looking for a Technical Customer Success Engineer with experience in technical environments and direct interaction with customers or partners, who can combine technical knowledge, operational agility, and strong communication skills to support partners in their day-to-day operations and maximize the value they get from the platform.

Relevant experience and expected outcomes

• 2-5 years of experience in roles involving direct interaction with customers or partners in technical environments.
• Experience in IT support, systems, technical pre-sales, infrastructure, or MSP environments.
• Ability to quickly understand a partner’s technical context and identify needs, incidents, or opportunities.
• Experience independently and efficiently resolving technical and functional queries.
• Ability to design and propose solutions on the platform, including sizing, configuration, and basic service architecture.
• Experience coordinating with technical teams on cases requiring escalation and following them through to resolution.
• Ability to prioritize based on technical and business impact.
• Experience identifying unstated needs and proposing technical improvements or alternatives.
• Proven contribution to improving the partner experience, increasing platform adoption, and driving retention.

Key Skills

• Ability to build trust from the very first interaction, particularly in technical conversations.
• Clear, structured, and solution-oriented communication.
• Ability to translate technical needs into concrete, actionable solutions.
• Strong problem-solving skills, with the ability to diagnose issues and propose solutions quickly and effectively.
• Ability to prioritize and manage multiple cases in dynamic environments.
• A partner-first mindset, with a focus on delivering value in every interaction.
• Ability to identify opportunities for improvement, optimization, and service adoption.
• Comfortable working collaboratively with technical and product teams.
• A hands-on, proactive, and autonomous approach to problem-solving.

We Especially Value

• Experience working with partners, channel organizations, or resellers.
• Experience in technical pre-sales or hybrid roles combining support and technical consulting.
• Knowledge of or experience with cloud platforms or virtualized environments.
• Experience with IT infrastructure, including networking, systems, and virtualization.
• Familiarity with Windows Server, VPNs, and Remote Desktop environments.
• Experience troubleshooting technical issues in production environments.
• Comfortable working in environments with a high volume of interactions and ongoing support.

Tools

• Phone as a key communication channel with partners.
• Jotelulu platform and related services.
• Ticketing, case tracking, and incident management tools.
• Windows Server, VPN, and Remote Desktop environments.
• Internal documentation and knowledge management tools.
• Collaboration channels for coordinating with technical, product, and other internal teams.