Technical Account Manager – Middle
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:
iGaming Platform:
With our strong technical team, SOFTSWISS has created a secure iGaming platform that ensures the highest quality of service to clients worldwide.
Through constant innovation, the iGaming Platform Team strives to maintain its competitive edge through state-of-the-art technology, providing clients with an unparalleled experience at any given time. Purpose of the role:
The Technical Accounts 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:
Acting as the Client’s representative within the Casino Platform ecosystem
Support clients with technical requests, incidents, and platform-related questions
Consult clients on product functionality, best practices, and operational workflows
Perform initial troubleshooting and technical investigation, including log analysis and issue reproduction
Escalate complex or unresolved issues to related teams with a complete technical and business context
Prioritize and manage client requests according to urgency, impact, and SLA expectations
Collaborate with Product, QA, Development, and Infrastructure teams to deliver effective client solutions
Acting as a stakeholder for client-relevant product requests
Act as a stakeholder for client-facing product improvements and requests
Analyze client feedback and business needs to propose product or process improvements
Maintain and improve internal knowledge base documentation and troubleshooting materials
Required Experience:
Fluency or proficiency in English, at least B2 or higher
Fluency or proficiency in Russian, at least C1 or higher
Fluency or proficiency in Portuguese, at least B2 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
Ability to manage difficult conversations and maintain professional client relationships
Experience with business analysis and product management processes to align technical solutions with customer needs.
Strong stakeholder management and expectation alignment skills
Analytical & Operational Skills: Strong analytical thinking and structured problem-solving approach
Ability to identify recurring incident patterns and suggest improvements
Ability to prioritize multiple requests in a fast-paced environment
Strong ownership and attention to detail
Technical Knowledge: Basic knowledge of HTML, CSS, JSON, and YAML
Confident use of browser DevTools for troubleshooting and diagnostics
Understanding of Git workflows and experience with GitLab or similar tools
Experience with Jira or similar issue-tracking systems
Experience with monitoring and logging tools (Datadog, Kibana, Grafana)
Familiarity with API debugging and request/response analysis
Nice to have:
Familiarity with React and modern frontend architecture
Have a basic understanding of APIs and networking concepts
Experience in QA or technical support environments
Understanding of SSR, SEO fundamentals, and responsive design principles
Experience working in large-scale software development environments
Our Benefits:
Full-time remote work opportunities and flexible working hours
Private insurance
An additional 1 Day Off per calendar year
Sports benefit
Comprehensive Mental Health Programme
Free online English lessons with a native speaker
Generous referral program
Training, internal workshops, and participation in international professional conferences and corporate events.