IT客户支持协调员-远程

About Toolbox
Toolbox is a Technology company founded in 2013. Our Vision is to Become the fastest Technology Solutions Provider across industries and our Mission is to “Act as the key business partner across industries by enabling the generation of new profitable business through the use of our unique know how to develop technology”. We deliver SPEED.
Our current successes are in the online TV industry. We provide a wide range of products covering User Authentication & Authorization Services, Content Aggregation & Distribution and App Development for End Users, aimed to Content Providers and Multiple Services Operators.
We are a product company, our goal is to guide and accompany market development, building solutions which can be leveraged by as many clients as possible. Our products are used by hundreds of Content Providers and Service Operators in the five continents: WARNER MEDIA, NBC UNIVERSAL, SONY, ATRESMEDIA, PARAMOUNT, DIRECTV among them. 90% of internet traffic related to Online TV in Latin America goes through Toolbox.
What are we looking for?
We are seeking an experienced Incident Manager / Technical Liaison to join our Customer Care team.
This role will act as the key connection between clients, support, and development teams — ensuring that incidents are handled efficiently, communication is transparent, and service quality remains exceptional.
The ideal candidate combines strong technical understanding, communication skills, and coordination abilities, with the capacity to stay calm and solution-oriented under pressure.
What Challenges Await You?

• Serve as the primary liaison between clients and technical teams, ensuring alignment, transparency, and clear communication throughout the incident lifecycle.

• Perform technical analysis of incidents to identify impact, urgency, and possible root causes.

• Coordinate cross-functional resolution efforts, working closely with Backend, Product, and QA teams to minimize client impact and ensure SLA/OLA compliance.

• Lead and document post-incident reviews, driving continuous improvement and long-term preventive strategies.

• Maintain and update runbooks, knowledge bases, and process documentation, ensuring operational consistency.

• Oversee onboarding, training, and technical evaluation of Customer Support agents, ensuring ongoing development and service quality.

• Manage incident escalation processes, determining when and how to escalate issues effectively.

• Contribute to the continuous improvement of incident management workflows, tools, and cross-team collaboration.

• Participate in after-hours incident management as part of the global 24/7 support structure.

Minimum Requirements

• Languages: Excellent written and verbal communication in English and Spanish

• Experience: 3+ years in Incident Management, Technical Support, or Customer Success roles in technology-driven environments.

• Strong understanding of databases (SQL / NoSQL), REST APIs, and SOAP services.

• Familiarity with technologies such as Node.js, MongoDB, Kubernetes, Docker, and React.js.

• Knowledge of at least one programming language and experience with third-party integrations.

• Incident Management: Proven ability to manage multiple incidents simultaneously, ensuring SLA/OLA compliance.

• Problem Solving: Ability to quickly assess situations, identify root causes, and drive effective solutions.

• Strong organizational and coordination skills.

• Excellent communication across technical and non-technical audiences.

• Ability to remain calm under pressure and manage high-stress situations.

• Proactive and self-motivated attitude with adaptability to change.

What will you get from us?
We know that extraordinary people do not choose their jobs based only on the benefits, but we make a great effort to make sure that each of us who are part of Toolbox can achieve success and improve every day.
About the Team
Besides hiring the best tales, we believe diversity in terms of perspectives, ideas and cultures helps creating the best products and solutions. At Toolbox we work with cutting edge technology to build robust, high availability systems, able to handle high load and concurrency. We look for people bringing fresh ideas from the high concurrency system design, non-structured data organization, distributed computing, API design and Mobile areas.
As a member of the Development team, you will work in a project critical to our success, with the chance to switch products as our portfolio evolves. We need versatile people, who enjoy challenges at every stage of the development cycle, who push the envelope and make things happen.
Toolbox will always be a technology company. We hire people throughout the technical spectrum, who impact the life of millions of people through their work.
Originally posted on Himalayas