Technical Account Manager - Senior

SOFTSWISS; Warszawa; On-site; PLN 120,000 - 180,000; 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, andatt

Job summary

SOFTSWISS is expanding the team and seeking a Technical Account Manager to support clients of the Casino Platform. You will be the main technical contact, coordinating between clients and internal teams to ensure stable platform operations and timely resolution of issues.

Fluency in English (B2+ required) and Russian (C1+) is essential, with strong communication, analytical thinking, and a collaborative approach to align technical solutions with customer needs.

Qualifications

• Fluency in English (B2+) and Russian (C1+) required.
• Strong communication across technical and non-technical audiences.
• Experience in large-scale software development, including customer-facing roles.
• Proficiency with monitoring/logging tools (Datadog, ELK/Kibana) and JIRA.
• Experience with GitLab CI/CD pipelines and data-driven systems.
• Good command of HTML/CSS, APIs, and front-end frameworks such as React; familiarity with SSR and SEO.

Responsibilities

• Coordinate communication between Client and internal teams.
• Act as Client's representative within the Casino Platform.
• Assist Client with technical requests via helpdesk and initial troubleshooting.
• Escalate unresolved cases to related teams; prioritize and manage Client requests.
• Advise Client on product usage; translate feedback into improvements.
• Monitor Client systems and metrics; ensure alignment with business goals.

Skills

English B2

Russian C1

Communication

Analytical thinking

Data analysis

Cross-functional collaboration

Product management

JIRA

Datadog

ELK Kibana

GitLab CI/CD

HTML

CSS

APIs

React

SSR

SEO

Tools

JIRA

Datadog

ELK Kibana

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:

Casino Platform:

The SOFTSWISS Casino Platform is the core infrastructure operators rely on to launch, manage, and scale their online casino businesses.

You’ll contribute to mission-critical systems covering account management, game operations, responsible gaming, and regulatory compliance, in an environment where reliability, scalability, and business impact matter, working with people who build solutions operators depend on.

Purpose of the role:

The 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

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