FULL TIMEYerevan, Armenia · УдаленноОпубликовано 7/17/2026remote
Technical Account Manager – Middle
By SOFTSWISS
Описание
The company is looking for a Technical Account Manager to support business clients using a digital platform product. This role combines client communication, technical problem-solving, request management, troubleshooting, and cross-functional coordination. The specialist will act as the main technical contact between clients and internal teams, helping ensure smooth platform operations, timely resolution of technical requests, and alignment between client needs and product improvements.
Обязанности
- 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.
Требования
- 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.
Навыки
TechnicalAccountManagementClientCommunicationSupportCustomerSuccessHelpdeskTroubleshootingDebuggingIssueEscalationRequestProductBusinessAnalysisCross-functionalCollaborationStakeholderPlatformOperationsMonitoringLoggingDatadogELKKibanaJIRAGitLabCI/CDDataData-drivenSystemsHTMLCSSAPIsAgileSCRUMMulti-tenantArchitectureProxyingNetworkConceptsReactSSRSEOResponsiveDesignAnalyticalThinkingProblemSolvingConflictResolutionEnglishB2RussianC1
SOFTSWISS
SOFTSWISS — компания или платформа в сфере gaming, iGaming и цифровых развлечений. Она предлагает игровые продукты, betting-решения, live casino, sportsbook, развлекательные платформы или технологические сервисы для игровой индустрии, помогая клиентам, пользователям или партнёрам решать практические задачи с помощью современных технологий, экспертной поддержки и структурированных процессов. Компания была основана в 2009 году. Профиль компании на ANQ описывает её ключевые направления, продукты, услуги и роль на рынке.
SOFTSWISS — компания или платформа в сфере gaming, iGaming и цифровых развлечений. Она предлагает игровые продукты, betting-решения, live casino, sportsbook, развлекательные платформы или технологические сервисы для игровой индустрии, помогая клиентам, пользователям или партнёрам решать практические задачи с помощью современных технологий, экспертной поддержки и структурированных процессов. Компания была основана в 2009 году. Профиль компании на ANQ описывает её ключевые направления, продукты, услуги и роль на рынке.