Technical Account Manager – Middle

Overview:
SOFTSWISS is hiring a Technical Account Manager to join our Sportsbook team. You’ll act as the technical bridge between our clients and internal teams, supporting integrations, smooth product launches, and the ongoing technical success of our partners.
About Product:
Sportsbook:
The SOFTSWISS Sportsbook team builds a platform that lets operators launch and manage sports betting businesses in regulated markets around the world.
You'll work on the systems behind betting operations, market management, and compliance across multiple jurisdictions, solving technical and business problems alongside people with deep expertise in trading, risk management, and regulated industries.
Purpose of the role:
You’ll guide clients through technical integrations and help them get the most from our Sportsbook solution. Your work will contribute to reliable go-lives, faster issue resolution, and strong long-term relationships between our clients and technical teams.
Key responsibilities:
Lead client onboarding and API integrations from initial technical setup through testing and production go-live
Coordinate technical delivery by maintaining integration roadmaps, defining requirements, and preparing clear tasks for Engineering and DevOps teams, including logs, reproduction steps, and technical specifications
Conduct pre-release technical audits of client setups to identify configuration or integration issues before they affect production
Manage technical incidents and troubleshooting, analysing logs, isolating issues, coordinating resolution with internal teams, and contributing to Root Cause Analysis (RCA) to prevent recurrence
Support client product adoption through technical demonstrations, feature guidance, and ongoing communication while collecting feedback and contributing to strong CSAT results
Improve technical support processes using internal automation and AI tools to optimise ticket triage, documentation, knowledge sharing, and issue resolution
Required Experience:
English at B2 level or higher and Russian at B2 level or higher
Practical experience in a Technical Account Manager, Technical Support, Integration, Implementation, or similar client-facing technical role
Solid understanding of web architecture, REST APIs, JSON, browser DevTools, and server logs, with the ability to troubleshoot integrations and distinguish configuration issues from platform bugs
Hands-on experience with Jira and Confluence for issue tracking, task management, and technical documentation
Strong analytical and problem-solving skills, with the ability to work autonomously and manage several technical priorities
Strong communication skills and confidence working with both clients and cross-functional technical teams
Nice to have:
Experience in iGaming, Sportsbook, betting, or high-load SaaS products
Understanding of Sportsbook integrations and the technical ecosystem behind online betting products
Experience incorporating AI or automation tools into technical support, integration, or account management workflows
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

Work arrangement
No