Technical Account Manager

SOFTSWISS; Poland; On-site; PLN 180,000 - 300,000; Full time

Benefits offered by this job

Free English lessons (online)

Local language courses

Paid time off

Maternity leave support

Referral program rewards

Upskilling, internal workshops

Job summary

SOFTSWISS is seeking a Technical Account Manager to serve as the main technical contact for clients of the Casino Platform, ensuring smooth communication and timely resolution of technical requests.

The role requires fluency in English (B2) and Russian (C1), strong analytical and cross-functional collaboration, and experience with monitoring/logging tools and CI/CD. You will guide product adaptations, support issue triage, and help clients maximize platform stability and performance.

Qualifications

• Fluency in English (B2) or higher.
• Fluency in Russian (C1) or higher.
• Strong communication across technical and non-technical audiences.
• Strong analytical thinking, pattern recognition, and problem solving under pressure.
• Experience with business analysis and product management processes.
• Experience in large-scale software development with customer-facing roles.
• Experience with monitoring and logging tools such as Datadog, ELK (Kibana), and JIRA.
• Ability to analyze datasets to extract actionable insights for decision making.
• Experience with GitLab CI/CD pipelines and data-driven systems.
• Proficiency in HTML and CSS.

Responsibilities

• 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 client ideas and problems to tailor our product to their needs.
• Proactive monitoring of the Client's system and its metrics.

Skills

English proficiency

Russian proficiency

Soft skills

Analytical thinking

Cross-functional collaboration

Customer-facing experience

Data-driven decision making

Monitoring/logging experience

Datadog

ELK (Kibana)

JIRA

GitLab CI/CD

Tools

Datadog

ELK (Kibana)

JIRA

GitLab CI/CD

Job description

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:

Technical Account 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:

• 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

Required Experience:

• Fluency or proficiency in English, at least B2 or higher
• Fluency or proficiency in Russian, at least C1 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
• Strong analytical thinking skills, including the ability to distinguish correlation from causation, the capability to identify patterns, solve complex problems, and think critically under pressure
• Experience with business analysis and product management processes to align technical solutions with customer needs.
• Previous work 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 drive decision-making
• Experience with GitLab CI/CD pipelines, comprehension of data-driven systems
• Good command of markup web languages (HTML, CSS)

Nice to have:

• Familiarity with Agile frameworks, including SCRUM, and a solid understanding of iterative delivery
• Desire and ability to learn new concepts, tools, and methodologies
• Familiarity with Application Programming Interfaces (APIs); a basic understanding of multi-tenant architecture, knowledge of 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
• Private health insurance
• Sports benefits
• Free English lessons (online)
• Local language courses
• Paid time off
• Maternity leave support
• Referral program rewards
• Upskilling, internal workshops, and participation in professional conferences and corporate events