Technical Account Manager – Middle
SOFTSWISS is looking for a Technical Account Manager to support clients of the SOFTSWISS Casino Platform. This role combines client communication, technical problem-solving, and cross-team coordination to ensure stable and effective platform operations.
The Technical Accounts Manager acts as the main technical contact between the Client and internal teams, ensuring smooth communication, timely resolution of technical requests, and alignment of the Casino Platform with the Client’s needs, while translating feedback into actionable product improvements.
- Acting as the Client’s representative within the Casino Platform ecosystem.
- Support clients with technical requests, incidents, and platform-related questions.
- Consult clients on product functionality, best practices, and operational workflows.
- Perform initial troubleshooting and technical investigation, including log analysis and issue reproduction.
- Escalate complex or unresolved issues to related teams with a complete technical and business context.
- Prioritize and manage client requests according to urgency, impact, and SLA expectations.
- Collaborate with Product, QA, Development, and Infrastructure teams to deliver effective client solutions.
- Acting as a stakeholder for client-relevant product requests.
- Act as a stakeholder for client-facing product improvements and requests.
- Analyze client feedback and business needs to propose product or process improvements.
- Maintain and improve internal knowledge base documentation and troubleshooting materials.
- Fluency or proficiency in English, at least B2 or higher (required)
- Fluency or proficiency in Russian, at least C1 or higher (required)
- Fluency or proficiency in Portuguese, at least B2 or higher (required)
- Strong soft skills, focusing on communication for both technical and non-technical audiences, conflict resolution, and the ability to collaborate within cross-functional teams (required)
- Ability to manage difficult conversations and maintain professional client relationships (required)
- Experience with business analysis and product management processes to align technical solutions with customer needs (required)
- Strong stakeholder management and expectation alignment skills (required)
- Strong analytical thinking and structured problem-solving approach (required)
- Ability to identify recurring incident patterns and suggest improvements (required)
- Ability to prioritize multiple requests in a fast-paced environment (required)
- Strong ownership and attention to detail (required)
- Basic knowledge of HTML, CSS, JSON, and YAML (required)
- Confident use of browser DevTools for troubleshooting and diagnostics (required)
- Understanding of Git workflows and experience with GitLab or similar tools (required)
- Experience with Jira or similar issue-tracking systems (required)
- Experience with monitoring and logging tools (Datadog, Kibana, Grafana) (required)
- Familiarity with API debugging and request/response analysis (required)
- Familiarity with React and modern frontend architecture (nice-to-have)
- Have a basic understanding of APIs and networking concepts (nice-to-have)
- Experience in QA or technical support environments (nice-to-have)
- Understanding of SSR, SEO fundamentals, and responsive design principles (nice-to-have)
- Experience working in large-scale software development environments (nice-to-have)
- Private health insurance
- Sports benefits
- Comprehensive Mental Health Program
- Free English lessons (online)
- Local language courses
- Paid time off
- Maternity leave support
- Referral program rewards
- Upskilling, internal workshops, and participation in professional conferences and corporate events
SOFTSWISS is a global tech expert with over 15 years of experience in providing innovative iGaming solutions. The company offers comprehensive software for online casinos, sports betting, and affiliate management. To expand its global presence, in 2024, SOFTSWISS acquired Turfsport, a leading South African betting software provider, and a significant stake in Ously Games GmbH, the company behind the fastest-growing European social casino, SpinArena.net. Additionally, the company appointed Formula 1 legend Rubens Barrichello as Non-Executive Director in Latin America, focusing on Brazil's growing market. SOFTSWISS is committed to transforming the iGaming and entertainment industry for the better through tech innovations. The Team helps operators and providers establish enduring partnerships by building profitable and scalable businesses.