Technical Account Manager

SOFTSWISS

Technical Account Manager supporting SOFTSWISS Casino Platform clients through communication, technical problem-solving, and cross-team coordination. Ensuring stable and effective platform operations and feedback translation into product improvements.

Posted 5/16/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

GrafanaReact

About the role

Key responsibilities & impact

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

What you’ll need

Fluency or proficiency in English, at least B2 or higher
Fluency or proficiency in Russian, at least C1 or higher
Fluency or proficiency in Portuguese, at least B2 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.
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
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
Familiarity with React and modern frontend architecture (nice to have)
Have a basic understanding of APIs and networking concepts (nice to have)
Experience in QA or technical support environments (nice to have)
Understanding of SSR, SEO fundamentals, and responsive design principles (nice to have)
Experience working in large-scale software development environments (nice to have).

Benefits

Comp & perks

Full-time remote work opportunities and flexible working hours
Private insurance
An additional 1 Day Off per calendar year
Sports benefit
Comprehensive Mental Health Programme
Free online English lessons with a native speaker
Generous referral program
Training, internal workshops, and participation in international professional conferences and corporate events.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

HTMLCSSJSONYAMLGitGitLabJiraDatadogKibanaGrafana

Soft Skills

communicationconflict resolutioncollaborationstakeholder managementanalytical thinkingproblem-solvingownershipattention to detailclient relationship managementprioritization