Technical Account Manager – Middle

SOFTSWISS

Brasília, BRRemoteFull Time

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<h2>Overview:</h2>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.<h2>About Product:</h2><a target="_blank" href="https://www.softswiss.com/casino-platform/">iGaming Platform</a>: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.<h2>Purpose of the role:</h2>The Technical Accounts 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.<h2>Key responsibilities:</h2><ul><li>Acting as the Client’s representative within the Casino Platform ecosystem</li><li>Support clients with technical requests, incidents, and platform-related questions </li><li>Consult clients on product functionality, best practices, and operational workflows</li><li>Perform initial troubleshooting and technical investigation, including log analysis and issue reproduction </li><li>Escalate complex or unresolved issues to related teams with a complete technical and business context </li><li>Prioritize and manage client requests according to urgency, impact, and SLA expectations </li><li>Collaborate with Product, QA, Development, and Infrastructure teams to deliver effective client solutions</li><li>Acting as a stakeholder for client-relevant product requests</li><li>Act as a stakeholder for client-facing product improvements and requests </li><li>Analyze client feedback and business needs to propose product or process improvements</li><li>Maintain and improve internal knowledge base documentation and troubleshooting materials</li></ul><h2>Required Experience:</h2><ul><li>Fluency or proficiency in English, at least B2 or higher</li><li>Fluency or proficiency in Russian, at least C1 or higher</li><li>Fluency or proficiency in Portuguese, at least B2 or higher</li><li>Strong soft skills, focusing on communication for both technical and non-technical audiences, conflict resolution, and the ability to collaborate within cross-functional teams</li><li>Ability to manage difficult conversations and maintain professional client relationships</li><li>Experience with business analysis and product management processes to align technical solutions with customer needs.</li><li>Strong stakeholder management and expectation alignment skills </li><li>Analytical & Operational Skills: Strong analytical thinking and structured problem-solving approach </li><li>Ability to identify recurring incident patterns and suggest improvements </li><li>Ability to prioritize multiple requests in a fast-paced environment </li><li>Strong ownership and attention to detail </li><li>Technical Knowledge: Basic knowledge of HTML, CSS, JSON, and YAML </li><li>Confident use of browser DevTools for troubleshooting and diagnostics </li><li>Understanding of Git workflows and experience with GitLab or similar tools </li><li> Experience with Jira or similar issue-tracking systems</li><li> Experience with monitoring and logging tools (Datadog, Kibana, Grafana) </li><li>Familiarity with API debugging and request/response analysis</li></ul><h2>Nice to have:</h2><ul><li>Familiarity with React and modern frontend architecture</li><li>Have a basic understanding of APIs and networking concepts </li><li>Experience in QA or technical support environments</li><li>Understanding of SSR, SEO fundamentals, and responsive design principles </li><li>Experience working in large-scale software development environments</li></ul><h2>Our Benefits:</h2><ul><li>Full-time remote work opportunities and flexible working hours</li><li>Private insurance</li><li>An additional 1 Day Off per calendar year</li><li>Sports benefit</li><li>Comprehensive Mental Health Programme</li><li>Free online English lessons with a native speaker</li><li>Generous referral program</li><li>Training, internal workshops, and participation in international professional conferences and corporate events.</li></ul>

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