Technical Account Manager - Senior

SOFTSWISS is a company supporting the SOFTSWISS Casino Platform, which is the core infrastructure that operators use to launch, manage, and scale their online casino businesses. The platform includes mission-critical systems for account management, game operations, responsible gaming, and regulatory compliance.

• Fluency or proficiency in English, at least B2 or higher
• Fluency or proficiency in Russian, at least C1 or higher
• Strong soft skills for communication, conflict resolution, and collaboration within cross-functional teams
• Strong analytical thinking skills to distinguish correlation from causation, identify patterns, and solve complex problems under pressure
• Experience with business analysis and product management processes
• Previous work experience in large-scale software development environments with 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 and 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; knowledge of 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/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