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 Ciudad de México, and we are looking for someone who meets the following profile:

• 3+ years of experience in a technical support or customer success role, ideally in the cloud services or IT sector.
• Proven experience with Windows administration (all versions) and core services: Active Directory, IIS, DNS, DHCP, DFS.
• Basic knowledge of Linux system administration.
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues efficiently.
• A proactive and service-oriented mindset, with a genuine passion for helping partners succeed.
• Excellent communication skills in Spanish and English, with the ability to explain technical concepts clearly, even to non-technical audiences.
• Availability to work onsite or in a hybrid format from Ciudad de México.