Technical Account Manager - Senior

Overview:

SOFTSWISS continues to expand the team and 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.

About Product:

Casino Platform:

The SOFTSWISS Casino Platform is the core infrastructure operators rely on to launch, manage, and scale their online casino businesses.

You'll contribute to mission-critical systems covering account management, game operations, responsible gaming, and regulatory compliance, in an environment where reliability, scalability, and business impact matter, working with people who build solutions operators depend on.

Purpose of the role:

The Technical Account 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.

Key responsibilities:

• Coordinating communication between the Client and internal teams
• Acting as the Client’s representative within the Casino Platform
• Assisting the Client with technical requests/issues via the helpdesk
• Performing initial troubleshooting, debugging, and issue iteration
• Escalating unsolved cases to related teams
• Prioritising and managing the Client's requests and issues
• Consulting the Client on their use of our product
• Acting as a stakeholder for client-relevant product requests
• Iterating on the client's ideas and problems to tailor our product to their needs
• Proactive monitoring of the Client's system and its metrics, both technical and business-related

Required Experience:

• Fluency or proficiency in English, at least B2 or higher
• Fluency or proficiency in Russian, at least C1 or higher
• Strong soft skills, focusing on communication for both technical and non-technical audiences, conflict resolution, and the ability to collaborate within cross-functional teams
• Strong analytical thinking skills, including the ability to distinguish correlation from causation, the capability to identify patterns, solve complex problems, and think critically under pressure
• Experience with business analysis and product management processes to align technical solutions with customer needs.
• Previous work experience in large-scale software development environments, including customer-facing roles
• Experience with monitoring and logging tools such as Datadog, ELK (primarily Kibana), and JIRA
• Proficiency in analyzing datasets to extract actionable insights and drive decision-making
• Experience with GitLab CI/CD pipelines, comprehension of data-driven systems
• Good command of markup web languages (HTML, CSS)

Nice to have:

• Familiarity with Agile frameworks, including SCRUM, and a solid understanding of iterative delivery
• Desire and ability to learn new concepts, tools, and methodologies
• Familiarity with Application Programming Interfaces (APIs); a basic understanding of multi-tenant architecture, knowledge of proxying, and related network concepts
• Basic knowledge of modern frontend frameworks, particularly React; Server-Side Rendering (SSR), Search Engine Optimization (SEO) principles, and responsive design practices

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