Technical Account Manager – Middle

SOFTSWISS is a company that has created a secure iGaming Platform, providing high-quality service to clients worldwide. The platform team focuses on maintaining competitive advantage through state-of-the-art technology.

• Fluency or proficiency in English (B2 or higher)
• Fluency or proficiency in Russian (C1 or higher)
• Strong communication skills for technical and non-technical audiences, conflict resolution, and collaboration within cross-functional teams
• Strong analytical thinking, including distinguishing correlation from causation, pattern identification, problem solving, and critical thinking under pressure
• Experience with business analysis and product management processes to align technical solutions with customer needs
• Previous 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 support decision-making
• Experience with GitLab CI/CD pipelines and understanding of data-driven systems
• Good command of markup web languages (HTML, CSS)

Nice to have:

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

• 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 the product
• Acting as a stakeholder for client-relevant product requests
• Iterating on the client's ideas and problems to tailor the product to their needs
• Proactive monitoring of the Client's system and its technical and business metrics