Support complex technical scenarios and act as a key bridge between teams to ensure successful adoption of Jotelulu solutions across our cloud platform.
About this role
The Jotelulu Partner Success team is looking for an experienced Customer Success Advisor to join our partner-facing team, support complex technical and business scenarios, and help scale partner success across our cloud platform.
You will act as a key bridge between Support, Sales, Product, and Infrastructure teams, working directly with partners to resolve high-impact situations and ensure successful adoption of Jotelulu solutions in complex environments.
This role is designed to complement Technical Support by focusing on high-complexity, high-sensitivity, and high-value partner cases, where both deep technical expertise and strong customer management skills are required. You will play a critical role in maintaining partner confidence, especially in scenarios involving escalations, architectural challenges, or end-customer impact.
This is a fully remote role based in Spain. While we have offices in Madrid (Plaza España) and welcome everyone to join us, our teams are distributed across multiple locations, making us a remote-friendly company. Our ideal candidate is proactive, analytical, and highly customer-oriented, with the ability to navigate complex technical issues while building strong partner relationships.
You will
- Take ownership of complex partner cases escalated from Partner Success or other internal teams, driving them through to resolution.
- Work directly with partners (and occasionally end customers) to understand issues, identify root causes, and implement effective solutions.
- Provide technical and architectural guidance to partners, helping them design and deploy optimal solutions on Jotelulu.
- Support partners in complex scenarios such as multi-service deployments, migrations from on-premise or other cloud providers, and performance-related challenges.
- Act as a trusted advisor in sensitive or escalated situations, ensuring partner confidence in Jotelulu solutions.
- Coordinate across multiple internal teams (Support, Product, Infrastructure, Sales) to resolve cross-functional issues efficiently.
- Identify recurring issues and provide structured feedback to Product and Infrastructure teams to improve the platform.
- Document learnings from complex cases and contribute to internal knowledge bases and playbooks.
- Help improve partner adoption and long-term success by guiding best practices and preventing recurring issues.
- Contribute to business outcomes by supporting partner retention, upsell opportunities, and reducing churn in high-value accounts.
What We Are Looking For
Basic qualifications
- 5+ years of experience in roles such as Technical Support Engineer, Customer Success Engineer, Technical Account Manager, or Solutions Engineer.
- Strong experience working directly with customers in technical environments, managing complex issues and escalations.
- Solid troubleshooting experience in cloud infrastructure or IT environments.
- Experience managing high-impact or sensitive partner situations with multiple stakeholders involved.
- Ability to understand complex technical architectures and translate them into actionable solutions.
Experience working cross-functionally with teams such as Support, Product, Sales, or Infrastructure.
- Strong understanding of customer success principles and partner lifecycle management.
Preferred qualifications
- Experience working with MSPs or IT service providers.
- Hands-on experience with cloud infrastructure environments.
- Knowledge of virtualization technologies (Hyper-V, VMware).
- Understanding of networking concepts (VPNs, firewalls, routing).
- Experience with Windows Server environments.
- Familiarity with backup and disaster recovery solutions.
- Experience with remote desktop environments.
Soft skills
- Excellent communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
- Strong problem-solving mindset, with a structured and analytical approach to troubleshooting.
- Ability to manage complex and sensitive partner situations with empathy, clarity, and professionalism.
- Highly customer-centric attitude, focused on delivering value and building long-term relationships.
- Ability to work collaboratively in cross-functional teams and influence stakeholders.
- Proactive mindset with strong ownership and accountability.
Success metrics
- Resolution of complex partner cases in a timely and effective manner.
- Partner satisfaction in escalated or high-sensitivity situations.
- Reduction in repeated escalations and recurring issues.
- Improvement in partner adoption and platform usage after intervention.
- Increase in upsell opportunities within managed partner accounts.
- Reduction in downsell or churn in partners under scope.
