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যেখানে আপনি কাজ করবেন
কাজের বিবরণ
Overview
We are seeking a Technical Account Manager to join the expanding team at SOFTSWISS to provide dedicated support for clients using the SOFTSWISS Casino Platform. This role integrates client communication, technical troubleshooting, and coordination across teams to guarantee smooth and efficient platform performance.
About the Product
Our iGaming Platform, developed by a skilled technical team, delivers a secure and high-quality service to clients globally. The platform team emphasizes ongoing innovation to maintain a competitive advantage by utilizing cutting-edge technology and offering clients exceptional experiences at all times.
Role Purpose
The Technical Account Manager serves as the primary technical liaison between the client and SOFTSWISS’s internal teams. Responsibilities include facilitating clear communication, ensuring prompt resolution of technical inquiries, aligning platform capabilities with client requirements, and converting client feedback into meaningful product enhancements.
Main Responsibilities
- Act as the key communication channel connecting clients and internal departments.
- Represent client interests within the Casino Platform team.
- Provide support for technical requests and issues through the helpdesk system.
- Conduct initial troubleshooting, debugging, and issue investigation.
- Escalate unresolved problems to appropriate technical teams.
- Manage and prioritize client requests and incident tickets.
- Offer consultation on effective use of the platform products.
- Serve as a stakeholder for product requests related to client needs.
- Translate client feedback and challenges into product customization solutions.
- Proactively monitor client systems and analyze both technical and business performance metrics.
Required Experience and Skills
- Proficiency in English at B2 level or above.
- Fluent Russian language skills at C1 level or above.
- Excellent interpersonal and communication skills, capable of addressing both technical and non-technical audiences, resolving conflicts, and collaborating across teams.
- Strong analytical and critical thinking capabilities, including pattern recognition and problem-solving under pressure.
- Experience in business analysis and product management to align solutions with client needs.
- Work history in substantial software development environments, particularly customer-facing roles.
- Familiarity with monitoring/logging tools such as Datadog, ELK stack (focus on Kibana), and JIRA issue tracking.
- Competence in data analysis for actionable insights and informed decision-making.
- Knowledge of GitLab CI/CD workflows and understanding of data-driven systems.
- Basic web markup language skills including HTML and CSS.
Preferred Qualifications
- Experience with Agile methodologies, especially SCRUM, and iterative delivery.
- Keen interest and capability in learning new technologies and approaches.
- Understanding of APIs, multi-tenant architecture, proxying, and network fundamentals.
- Basic exposure to modern frontend frameworks like React, server-side rendering, SEO techniques, and responsive design standards.
Employee Benefits
- Health insurance coverage for private care.
- Access to sports activity benefits.
- Comprehensive mental wellness program.
- Complimentary online English language classes.
- Courses for local language acquisition.
- Paid leave entitlements.
- Support for maternity leave.
- Incentives via a referral program.
- Opportunities for professional development including workshops, conferences, and corporate events.