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Technical Customer Success Engineer

Oficina Plaza España
Full-time
Permanent employee

About this role

The Challenge


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 escalate 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.

About us

Plenit (formerly Jotelulu) is the Operating Platform for IT Service Providers. We help any type of IT company run, scale, and grow their business on top of our own sovereign infrastructure, with a footprint across Europe and the Americas.

Our ambition is to become the platform where IT companies can run their entire business. From technology and operations to go-to-market, Plenit covers the end-to-end needs of an IT partner across the services they deliver to their customers. Powered by agentic AI, the platform connects, automates, and orchestrates these capabilities in a way that traditional Cloud, Marketplace, or IT management platforms do not.

Five years in, we are across four countries and growing fast. We are building something ambitious, but we want to do it in a simple, pragmatic way, staying close to our partners and obsessed with their success. That is exactly why we are bringing this role on now.


What Plenit offers

At Plenit, we offer a place where you can do great work, keep growing, contribute to something meaningful, and be part of shaping the project. We trust our people, give them the space to take ownership, and believe that working as one team and creating a great working environment make all the difference.


Here’s what you can expect when you join us:


Flexibility that works
We believe people do their best when work can adapt to their lives. That’s why we offer flexible working hours and different ways of working, including remote and hybrid options depending on your role and team.


More moments to enjoy
Some days are simply meant to be enjoyed. In addition to your annual leave, we offer extra company days off throughout the year, giving you more time to rest, recharge, and make the most of those moments.


Your health, covered
Taking care of our people is part of how we do things. That’s why Plenit provides private health insurance, fully paid for by the company.


Keep growing
We want Plenit to be a place where you can keep learning, take on new challenges, and continue growing professionally. You’ll have opportunities to develop within the company and keep building on your skills and experience.

You’ll also receive an annual learning budget that you can use for training, courses, certifications, and other resources that support your professional development.


A great place to connect
Our Madrid office is located in the heart of the city and offers a welcoming, collaborative, and energetic environment where you can work, share, and spend time with the team. You’ll also find great coffee and fresh fruit.


A culture built on trust
We believe in doing things well, taking ownership, supporting one another, and enjoying what we build. We value open and honest communication, different perspectives, and working together to keep moving forward. Our culture isn’t just something we talk about; you’ll experience it every day in how we collaborate, contribute, and make things happen.