Technical Accounts Manager – Middle

SOFTSWISS is expanding its team to support clients of the SOFTSWISS Casino Platform, a secure iGaming platform designed to provide high-quality service and an unparalleled experience worldwide through advanced technology and constant innovation.

• Fluency or proficiency in English, at least B2 or higher
• Fluency or proficiency in Russian, at least C1 or higher
• Strong communication skills for both technical and non-technical audiences
• Conflict resolution and cross-functional team collaboration abilities
• Strong analytical thinking, including distinguishing correlation from causation and solving complex problems
• Experience with business analysis and product management processes
• Previous experience in large-scale software development environments and customer-facing roles
• Experience with monitoring and logging tools such as Datadog, ELK (primarily Kibana), and JIRA
• Proficiency in analyzing datasets for actionable insights
• Experience with GitLab CI/CD pipelines and understanding 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), multi-tenant architecture, 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

• Coordinating communication between the Client and internal teams
• Acting as the Client’s representative within the Casino Platform
• Assisting the Client with technical requests and 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 technical and business-related metrics