Technical Account Manager - Senior
At a glance
Senior Account Management role at SOFTSWISS. Warszawa.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Keep client communication moving across internal teams and represent the client in Casino Platform discussions
- Help clients resolve technical requests through the helpdesk, investigate issues, and send unresolved cases to the right teams
- Triage client requests, advise on product use, and shape client ideas into product changes that address their needs
- Track each client’s technical and business metrics to spot issues and monitor system health
What you bring
- You communicate fluently in English at B2 level or above and in Russian at C1 level or above
- You have worked in large-scale software development, including in a role that faced customers
- You bring business analysis and product management experience to connect technical options with customer needs
- You can analyze monitoring data and logs using Datadog, Kibana or ELK, and JIRA
Who this fits
This senior role suits someone who can explain technical issues to varied audiences, handle difficult client conversations, and coordinate across teams. You’ll also need strong analytical judgment to find patterns and solve problems under pressure.
From the employer
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
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