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Role in brief
SOFTSWISS is seeking a Middle Technical Account Manager to enhance client support for their Casino Platform. This role involves communication, technical problem-solving, and coordination across teams. Candidates with strong analytical and client-facing skills, and proficiency in English and Russian are encouraged to apply.
About the role
In this role, you will be the key liaison between clients and internal teams, ensuring smooth communication and effective resolution of technical issues. Your responsibilities will include troubleshooting, managing client requests, and consulting on product usage to enhance the overall client experience.
The SOFTSWISS Casino Platform is backed by a skilled technical team dedicated to providing high-quality service and innovative solutions. Success in this position requires strong analytical skills and the ability to navigate complex problems while maintaining a customer-centric approach.
Skills that matter here
- communication: Effective communication is crucial for liaising between clients and internal teams.
- technical problem-solving: You will assist clients with technical issues and perform initial troubleshooting.
- business analysis: Understanding customer needs and aligning technical solutions will be key to your role.
- product management: You will act as a stakeholder for client-relevant product requests.
- monitoring tools: Experience with tools like Datadog and ELK will be essential for proactive system monitoring.
- data analysis: Analyzing datasets to drive decision-making will be part of your responsibilities.
Who this role suits
- You have a strong background in customer-facing roles within software development.
- You thrive in cross-functional teams and are skilled at conflict resolution.
- You possess critical thinking skills and can analyze complex problems under pressure.
- You are eager to learn and adapt to new tools and methodologies.
From the employer
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
Questions about this role
What languages do I need to speak?
Fluency in English (B2 or higher) and proficiency in Russian (C1 or higher) is required.
Is this position remote?
Yes, this role is remote.
What qualifications do I need?
Candidates should have experience in large-scale software development and strong analytical and communication skills.
✓ Drop your CV once, then continue to the employer's application form. Your profile stays here for every recruiter hiring on igamingjobs.