Technical Account Manager – Middle

Նկարագրություն

Պարտականություններ

• Coordinate communication between clients and internal teams.
• Act as the client’s representative within the product team.
• Assist clients with technical requests and issues through the helpdesk.
• Perform initial troubleshooting, debugging, and issue analysis.
• Escalate unresolved cases to the appropriate internal teams.
• Prioritize and manage client requests and technical issues.
• Consult clients on effective product usage.
• Act as a stakeholder for client-related product requests.
• Analyze client ideas, feedback, and problems to support product improvements.
• Monitor client systems and technical metrics proactively.
• Monitor business-related client metrics when needed.
• Support smooth and stable platform operations.
• Collaborate with cross-functional teams to resolve issues and improve service quality.
• Translate client feedback into actionable product and operational improvements.

Պահանջներ

• English fluency or proficiency at B2 level or higher.
• Russian fluency or proficiency at C1 level or higher.
• Strong communication skills for both technical and non-technical audiences.
• Strong conflict-resolution skills.
• Ability to collaborate effectively with cross-functional teams.
• Strong analytical thinking skills.
• Ability to distinguish correlation from causation.
• Ability to identify patterns and solve complex problems under pressure.
• Experience with business analysis and product management processes.
• Experience aligning technical solutions with customer needs.
• Previous work experience in large-scale software development environments.
• Previous customer-facing role experience.
• Experience with monitoring and logging tools such as Datadog, ELK / Kibana, and JIRA.
• Ability to analyze datasets and extract actionable insights.
• Experience with GitLab CI/CD pipelines.
• Understanding of data-driven systems.
• Good knowledge of markup web languages such as HTML and CSS.
• Familiarity with Agile frameworks, including SCRUM, is a plus.
• Understanding of iterative delivery is a plus.
• Familiarity with APIs is a plus.
• Basic understanding of multi-tenant architecture is a plus.
• Knowledge of proxying and related network concepts is a plus.
• Basic knowledge of modern frontend frameworks, especially React, is a plus.
• Understanding of SSR, SEO principles, and responsive design practices is a plus.

Հմտություններ

SOFTSWISS