IT Customer Care Coordinator

• 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

• 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

• 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