Technical Incident Manager

Job Summary

Acting as the key connection between clients and technical teams, the full-time remote IT Customer Care Coordinator will manage incident lifecycles, perform technical analyses, and coordinate resolution efforts to ensure exceptional service quality.

Key responsibilities

• Serve as the primary liaison between clients and technical teams, ensuring clear communication throughout the incident lifecycle
• Coordinate cross-functional resolution efforts while maintaining SLA/OLA compliance and minimizing client impact
• Lead post-incident reviews and contribute to the continuous improvement of incident management workflows and tools

Required qualifications

• 3+ years of experience 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
• Excellent written and verbal communication skills in English and Spanish
• Proven ability to manage multiple incidents simultaneously while remaining calm under pressure