Partner Success Engineer - Portuguese Market

Portugal - Lisboa, Híbrido

Full-time

Permanent employee

About this role

The challenge

As Partner Success 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 Partner Success 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 and Spanish; additional languages 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

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.