Technical Account Manager – Middle

Overview: SOFTSWISS is hiring a Technical Account Manager to join our Sportsbook team. You’ll act as the technical bridge between our clients and internal teams, supporting integrations, smooth product launches, and the ongoing technical success of our partners.

About Product: Sportsbook: The SOFTSWISS Sportsbook team builds a platform that lets operators launch and manage sports betting businesses in regulated markets around the world.

You'll work on the systems behind betting operations, market management, and compliance across multiple jurisdictions, solving technical and business problems alongside people with deep expertise in trading, risk management, and regulated industries.

Purpose of the role: You’ll guide clients through technical integrations and help them get the most from our Sportsbook solution. Your work will contribute to reliable go-lives, faster issue resolution, and strong long-term relationships between our clients and technical teams.

Key responsibilities:

• Lead client onboarding and API integrations from initial technical setup through testing and production go-live
• Coordinate technical delivery by maintaining integration roadmaps, defining requirements, and preparing clear tasks for Engineering and DevOps teams, including logs, reproduction steps, and technical specifications
• Conduct pre-release technical audits of client setups to identify configuration or integration issues before they affect production
• Manage technical incidents and troubleshooting, analysing logs, isolating issues, coordinating resolution with internal teams, and contributing to Root Cause Analysis (RCA) to prevent recurrence
• Support client product adoption through technical demonstrations, feature guidance, and ongoing communication while collecting feedback and contributing to strong CSAT results
• Improve technical support processes using internal automation and AI tools to optimise ticket triage, documentation, knowledge sharing, and issue resolution

Required Experience:

• English at B2 level or higher and Russian at B2 level or higher
• Practical experience in a Technical Account Manager, Technical Support, Integration, Implementation, or similar client-facing technical role
• Solid understanding of web architecture, REST APIs, JSON, browser DevTools, and server logs, with the ability to troubleshoot integrations and distinguish configuration issues from platform bugs
• Hands-on experience with Jira and Confluence for issue tracking, task management, and technical documentation
• Strong analytical and problem-solving skills, with the ability to work autonomously and manage several technical priorities
• Strong communication skills and confidence working with both clients and cross-functional technical teams

Nice to have:

• Experience in iGaming, Sportsbook, betting, or high-load SaaS products
• Understanding of Sportsbook integrations and the technical ecosystem behind online betting products
• Experience incorporating AI or automation tools into technical support, integration, or account management workflows

Our Benefits:

• 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