Technical Account Manager – Middle

About the Position

Technical Account Manager – Middle

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.

Overview

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 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

• Acting as the Client’s representative within the Casino Platform ecosystem
• Support clients with technical requests, incidents, and platform-related questions
• Consult clients on product functionality, best practices, and operational workflows
• Perform initial troubleshooting and technical investigation, including log analysis and issue reproduction
• Escalate complex or unresolved issues to related teams with a complete technical and business context
• Prioritize and manage client requests according to urgency, impact, and SLA expectations
• Collaborate with Product, QA, Development, and Infrastructure teams to deliver effective client solutions
• Acting as a stakeholder for client-relevant product requests
• Act as a stakeholder for client-facing product improvements and requests
• Analyze client feedback and business needs to propose product or process improvements
• Maintain and improve internal knowledge base documentation and troubleshooting materials

Requirements

• 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
• Ability to manage difficult conversations and maintain professional client relationships
• Experience with business analysis and product management processes to align technical solutions with customer needs
• Strong stakeholder management and expectation alignment skills
• Analytical & Operational Skills: Strong analytical thinking and structured problem-solving approach
• Ability to identify recurring incident patterns and suggest improvements
• Ability to prioritize multiple requests in a fast-paced environment
• Strong ownership and attention to detail
• Technical Knowledge: Basic knowledge of HTML, CSS, JSON, and YAML
• Confident use of browser DevTools for troubleshooting and diagnostics
• Understanding of Git workflows and experience with GitLab or similar tools
• Experience with Jira or similar issue-tracking systems
• Experience with monitoring and logging tools (Datadog, Kibana, Grafana)
• Familiarity with API debugging and request/response analysis

Nice to Have

• Familiarity with React and modern frontend architecture
• Have a basic understanding of APIs and networking concepts
• Experience in QA or technical support environments
• Understanding of SSR, SEO fundamentals, and responsive design principles
• Experience working in large-scale software development environments

We Offer

• 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

Locations

• Tbilisi, Georgia
• Warsaw, Poland
• Poznań, Poland

SOFTSWISS recruitment communication is conducted only through official company channels. We never ask candidates to make payments, purchase equipment, share financial details, or transfer money as part of the hiring process. If you receive a suspicious message using the SOFTSWISS name, please verify it via [email protected]