IT CUSTOMER CARE COORDINATOR-REMOTE
工具箱是一个技术公司，成立于2013年。我们的愿景是成为行业中最快的技术解决方案提供商，我们的使命是通过利用我们独特的知识来开发技术使得新营利性企业产生效果。我们提供 SPEED.我们的当前成功是在在线电视行业。我们为内容供应商和多个服务运营商提供广泛的产品，包括用户身份验证和授权服务，内容集成与分配以及最终用户应用程序开发。我们是一个产品公司，我们的目标是指导和陪伴市场发展，构建可以被尽可能多客户利用的解决方案。我们产品由五大洲数百家内容提供商和服务运营商使用：WARNER MEDIA,NBC UNIVERSAL,SONY,ATRESMEDIA,PARAMOUNT,DIRECTV 等。在拉丁美洲90%的互联网流量与网络电视相关通过工具箱。我们正在寻找一个经验丰富的事件管理员/技术联系人加入我们的客户服务团队。这一角色将作为客户，支持和开发团队之间的关键连接。确保事件得到有效处理，沟通透明，服务质量保持卓越。理想的候选人结合了强大的技术理解，沟通技能和协调能力，在压力下保持冷静和解决方案导向的能力。你面临哪些挑战？· 作为客户与技术团队的主要联系方式，确保整个事件生命周期中一致性，透明度和清晰的通信。·执行事故的技术分析以确定影响，紧迫性和可能的根本原因。·协调跨功能解决工作，与后端，产品和 QA 团队密切合作以尽量减少客户影响并确保 SLA/OLA 的合规性。·领导和记录事件后审查，推动持续改进和长期预防策略。·维护和更新跑本，知识库和流程文档，确保运营一致性。·监督客户支持人员的安装，培训和技术评估，确保持续发展和服务质量。·管理事故升级过程，确定何时以及如何有效升级问题。· 促进不断的增强。
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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