Technical Account Manager – Middle

SOFTSWISS; Poznań; On-site; PLN 150,000 - 230,000; Full time

Benefits offered by this job

Private health insurance

Sports benefits

Mental Health Program

Free English lessons (online)

Local language courses

Paid time off

Maternity leave support

Referral program rewards

Upskilling, internal workshops, and AI

Job summary

SOFTSWISS is seeking a Technical Account Manager for its Casino Platform to serve as the main technical contact between clients and internal teams. You will coordinate communications, perform initial troubleshooting, and drive product improvements based on client feedback.

Based in Poznań or onsite, you will monitor client systems, resolve technical requests, and advocate for customer needs across cross-functional squads, ensuring stable platform operations and satisfaction.

Qualifications

• Proficiency in English (B2+) and Russian (C1+).
• Experience in large-scale software environments with customer-facing roles.
• Ability to translate client feedback into product improvements.

Responsibilities

• Coordinate communication between Client and internal teams.
• Act as Client representative within the Casino Platform.
• Assist Client with technical requests via helpdesk.
• Initial troubleshooting and issue iteration.
• Escalate unsolved cases to relevant teams.
• Prioritize and manage Client requests and issues.
• Advise Client on product usage.
• Advocate for client-relevant product requests.
• Iterate on client ideas to tailor the product.
• Monitor Client system and metrics (technical & business).

Skills

English (B2+)

Russian (C1+)

Excellent communication

Analytical thinking

Customer-facing experience

Cross-functional collaboration

Monitoring/Logging tools (Datadog, ELK

JIRA

GitLab CI/CD

HTML/CSS

Tools

Datadog

ELK / Kibana

JIRA

GitLab CI/CD

Job description

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

• 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

Our Benefits

• Private health insurance
• Sports benefits
• Comprehensive Mental Health Program
• 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