Overview:
SOFTSWISS continues to expand the team and is looking for a Technical Account Manager. We need a true, experienced, and accomplished professional who shares our culture and values.
About Product:
SOFTSWISS Casino Platform
Full-service modular software platform to manage online casino operations.
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Key responsibilities:
- Establishing communication channels between the Client and SOFTSWISS Teams
- Acting as Client’s representative within the Platform
- Assisting the Client with technical requests/issues via the helpdesk
- Performing initial troubleshooting, debugging and issue iteration
- Routing unsolved cases to related teams
- Prioritisation of Client’s cases on the Platform
- Consulting the Client on their use of our product
- Acting as a stakeholder for client-relevant product requests
- Iterating Client’s ideas and problems to tailor our product to their needs
- Proactive monitoring of Client’s system and its metrics, both technical and business-related
Requirements:
- Fluency or proficiency in English, with a minimum level of B2 or higher
- Fluency or proficiency in Russian, with a minimum level of C1 or higher
- Strong soft skills, focusing on communication for both technical and non-technical audiences, conflict resolution and ability to collaborate within cross-functional teams
- Strong analytical thinking skills, including the ability to distinguish correlation from causation, 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
- Familiarity with Application Programming Interfaces (APIs); basic understanding of multi-tenant architecture, knowledge of proxying and related network concepts, GitLab CI/CD pipelines, comprehension of data-driven systems
- Command of markup web languages (HTML, CSS)
- Basic knowledge of modern frontend frameworks, particularly React; Server-Side Rendering (SSR), Search Engine Optimization (SEO) principles and responsive design practices
- Familiarity with Agile frameworks, including SCRUM, and a solid understanding of iterative delivery
- Desire and ability to learn new concepts, tools, and methodologies quickly