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 Madrid, and we are looking for someone who meets the following profile:
* Experience: 3+ years in a technical support or customer success role, preferably within the cloud services or technology sector.
* Problem-solving mindset: Ability to diagnose complex issues and provide effective solutions quickly and efficiently.
* Communication: Excellent verbal and written communication skills in Spanish, with the ability to explain technical concepts even to non-technical audiences.
* Customer-focused: A passion for helping partners and ensuring their success with our platform.
* Adaptability: Comfortable working in a fast-paced, startup environment where priorities can shift rapidly.
* Team player: Collaborative mindset with the ability to work cross-functionally within the company. We're looking for a person who's willing to contribute and thrive in an open culture based on communication and continuous improvement.
* Education: A degree in Computer Science, Information Technology, or a related field is preferred but not required. An individual passionate about IT and eager to keep learning
* Technical skills:Strong understanding of cloud computing, networking, and virtual infrastructure. Familiarity with platforms such as AWS, Azure, or Google Cloud is a plus.
o Proficiency with Windows Server environments and its main services. Microsoft Certifications (MCP, MCSE or equivalent) is a must.
o Knowledge of Linux system administration, LPIC-1, LPIC-2 or equivalent are a plus.
o Experience working with Jira/Confluence is a clear asset.
o Experience with Hypervisors: VMWare, Hyper-V, etc.
o Knowledge of LAN/WAN, VPNs, and network security best practices.
o Cisco Certs (CCNA, CCNP) and/or CompTIA Network+ are also needed.
o Experience working with monitoring systems, such as Zabbix, is highly rated
About us
Ready to shake up the tech world? At Jotelulu, we're on a mission to empower Technology Service Providers with our secure, all-in-one cloud platform. We unite automation, AI, and growth tools, giving our partners the freedom to scale fast, launch big ideas, and build their brand with confidence.
This is the perfect time to join us: the company is growing rapidly, the challenges are exciting, and each person has a real impact.
If you are passionate, ambitious and ready to help shape the future of cloud technology, we want to meet you. You will join a fun, fast-paced, collaborative, and agile team, helping us scale our platform to millions of users while building out Jotelulu's own infrastructure and data centers with the latest technologies.
Life a Jotelulu
We're passionate about technology, but we're also a bit geeky—we love Star Wars, video games, 90s movies, and pop culture.
We work hard and with passion, but we also have a great time together. At Jotelulu, you'll find a balance between work and fun, where teammates often become friends, and boredom is rare—there's always something new, unexpected, and memorable happening.
Videos behind the scenes
Meet our team
This is how we roll at events
Our own event, the SUMMIT
What we offer?
At Jotelulu, we're building something big, and we want you to be part of it.
We don't do red tape or endless layers of approval. Here, ideas move fast, and your opinion actually counts.
We believe in flexibility and balance, because work is part of life, not the other way around. Whether you're at home, in the office, or anywhere in between, what matters most is the impact you make.
You'll join a team that's growing and learning together, where challenges are real, but so are the opportunities to stretch your skills and shape your career path. We'll give you the tools, the trust, and the feedback to help you keep moving forward.
Our culture is inclusive, friendly, and refreshingly down-to-earth. No suits, no egos, just a bunch of people who enjoy what they do and respect each other's individuality.
We also take care of the essentials: access to quality healthcare, a transparent feedback culture (including regular 1:1s and performance reviews), and open communication through company-wide updates.
We also take care of your well-being:
- Private health insurance with access to a top-tier medical network.
- A friendly, inclusive culture where everyone can be themselves.
- Casual dress code (yes, t-shirts and sneakers are perfectly fine).
- Team gatherings and informal events to celebrate milestones and recharge together.
- We would love to hear from you and have the opportunity to work together.