Technical Account Manager – Middle

SOFTSWISS; Georgia; On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Private health insurance

Sports benefits

Mental Health Program

Free English lessons

Local language courses

Paid time off

Maternity leave support

Referral program rewards

Upskilling and conferences

Job summary

SOFTSWISS is seeking a Technical Account Manager to serve as the main technical liaison between clients and internal teams. The role focuses on clear communication, timely resolution of technical requests, and aligning the Casino Platform with client needs.

You will troubleshoot, monitor client systems, and translate feedback into product improvements while collaborating with cross-functional teams.

Qualifications

• English (B2+) or higher.
• Russian (C1+) or higher.
• Strong communication for technical and non-technical audiences.
• Analytical thinking with pattern recognition and problem solving under pressure.
• Experience with business analysis and product management to align technical solutions with customer needs.
• Experience with large-scale software development environments and customer-facing roles.
• Experience with monitoring and logging tools such as Datadog, ELK (Kibana) and JIRA.
• Familiarity with GitLab CI/CD pipelines and data-driven systems.
• Basic knowledge of HTML and CSS.

Responsibilities

• Coordinate communication between the Client and internal teams.
• Act as the Client’s representative within the Casino Platform.
• Assist the Client with technical requests/issues via the helpdesk.
• Perform initial troubleshooting, debugging, and issue iteration.
• Escalate unsolved cases to related teams.
• Prioritize and manage the Client's requests and issues.
• Consult the Client on their use of our product.
• Iterate on client ideas to tailor our product to their needs.
• Proactively monitor the Client's system and its metrics (technical and business).

Skills

English B2+

Russian C1+

Soft skills

Analytical thinking

Customer-facing

Problem solving

Communication

Tools

Datadog

ELK Kibana

JIRA

GitLab CI/CD

HTML/CSS

Job description

Overview

Are you a skilled Technical Account Manager searching for your next challenge? SOFTSWISS is hiring! We are on the lookout for someone who aligns with our ethos and has the expertise to match.

Overview

Are you a skilled Technical Account Manager searching for your next challenge? SOFTSWISS is hiring! We are on the lookout for someone who aligns with our ethos and has the expertise to match.

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

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