IT Customer Care Coordinator

Toolbox

. Serve as the primary liaison between clients and technical teams throughout the incident lifecycle .

Posted 9/25/2026full-timeRemote • UruguayMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Incident Management and Technical Support, with a strong focus on client communication, technical analysis, and cross-team collaboration. Proficient in managing incidents, ensuring SLA/OLA compliance, and driving continuous improvement initiatives.

Highest-signal resume keywords

Incident ManagementTechnical SupportSQL / NoSQL DatabasesREST APIsKubernetes

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementTechnical AnalysisSLA/OLA ComplianceDatabase ManagementProgramming Language Knowledge

Soft Skills

Excellent CommunicationOrganizational SkillsCalm Under PressureProactive AttitudeAdaptability

Tools & Technologies

Node.jsMongoDBKubernetesDockerReact.js

Industry Keywords

Customer SuccessTechnical EvaluationPost-Incident ReviewsContinuous ImprovementThird-Party Integrations

Tech Stack

Tools & technologies

DockerJavaScriptKubernetesMongoDBNode.jsNoSQLReactSOAPSQL

About the role

Key responsibilities & impact

Serve as the primary liaison between clients and technical teams throughout the incident lifecycle
Perform technical analysis to identify incident impact, urgency, and possible root causes
Coordinate resolution efforts with Backend, Product, and QA teams
Minimize client impact and ensure SLA/OLA compliance
Lead and document post-incident reviews
Drive continuous improvement and preventive strategies
Maintain and update runbooks, knowledge bases, and process documentation
Oversee onboarding, training, and technical evaluation of Customer Support agents
Manage incident escalation processes
Improve incident management workflows, tools, and cross-team collaboration
Participate in after-hours incident management within the global 24/7 support structure

Requirements

What you’ll need

Excellent written and verbal communication in English and Spanish
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 Node.js, MongoDB, Kubernetes, Docker, and React.js
Knowledge of at least one programming language
Experience with third-party integrations
Proven ability to manage multiple incidents simultaneously and ensure SLA/OLA compliance
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
Availability to work Thursday through Monday, 14:00–23:00 Uruguay time

Benefits

Comp & perks

Opportunity to work with cutting-edge technology
Work on robust, high-availability systems handling high load and concurrency
Opportunity to work on projects critical to Toolbox's success
Chance to switch products as the portfolio evolves
Continuous learning and improvement opportunities
Diversity of perspectives, ideas, and cultures
Participation in a global 24/7 support structure