Technical Support Engineer

The challenge

As Technical Support 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 Technical Support 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, Spanish and English 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.

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.

What We Offer

At Jotelulu, we aim to create an environment where people can grow, enjoy what they do, and bring their best selves to work. That’s why we’ve designed a benefits package that reflects who we are, how we work, and what we value as a company.

Jotelulu Culture

Our culture is how we work, how we relate to one another, and how we build something meaningful together. It’s not about “cool” values for a website — it’s about real behaviors we live every day: a positive atmosphere, accountability, trust, and effectiveness.

At Jotelulu, we are committed to:

A great working environment built on teamwork, optimism, joy and the drive to do things well.

Responsibility and ownership, because everyone knows what needs to be done and finds the way to make it happen.

Trust, as the foundation of teamwork and our relationships with partners.

Effectiveness, focusing on results and constantly challenging ourselves to ensure we’re on the right path.

Special Days

You’ll enjoy:

December 24th and 31st off.

Your birthday off — because we believe your day should be yours.

Competitive Salary

We offer a competitive salary aligned with the market and reviewed periodically to ensure fairness and recognition.

Continuous Learning

We support your professional growth through internal training, learning resources, and development plans tailored to your career path.

Private Health Insurance

You’ll have access to private health coverage, giving you peace of mind and support in your day-to-day life.

Informal Events

We believe in celebrating achievements, strengthening team bonds, and having fun along the way. We regularly organize informal events and activities to enjoy time together and reinforce our team spirit.