Technical Account Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Representing the Client within the Casino Platform ecosystem

• Assisting clients with technical inquiries, incidents, and platform-related issues

• Advising clients on product features, best practices, and operational processes

• Conducting initial troubleshooting and technical investigations, including log analysis and issue replication

• Escalating complex or unresolved matters to relevant teams with comprehensive technical and business context

• Prioritizing and managing client requests based on urgency, impact, and SLA expectations

• Collaborating with Product, QA, Development, and Infrastructure teams to provide effective client solutions

• Serving as a stakeholder for client-related product requests

• Acting as a stakeholder for enhancements and requests pertaining to client-facing products

• Evaluating client feedback and business requirements to recommend product or process enhancements

• Maintaining and enhancing internal knowledge base documentation and troubleshooting resources

⛳️ Requirements

• Proficient in English, with a minimum proficiency level of B2 or higher

• Proficient in Russian, with a minimum proficiency level of C1 or higher

• Proficient in Portuguese, with a minimum proficiency level of B2 or higher

• Excellent soft skills, emphasizing communication for both technical and non-technical audiences, conflict resolution, and collaboration within cross-functional teams

• Capable of managing challenging conversations while upholding professional client relationships

• Experience in business analysis and product management processes to align technical solutions with customer needs

• Strong skills in stakeholder management and expectation alignment

• Robust analytical thinking and structured problem-solving abilities

• Ability to recognize recurring incident patterns and propose enhancements

• Capacity to prioritize multiple requests in a fast-paced environment

• Strong sense of ownership and attention to detail

• Basic knowledge of HTML, CSS, JSON, and YAML

• Proficient use of browser DevTools for troubleshooting and diagnostics

• Understanding of Git workflows and experience with GitLab or similar tools

• Familiarity with Jira or similar issue-tracking systems

• Experience with monitoring and logging tools (e.g., Datadog, Kibana, Grafana)

• Basic understanding of API debugging and request/response analysis

• Familiarity with React and modern frontend architecture (preferred)

• Basic knowledge of APIs and networking concepts (preferred)

• Experience in QA or technical support environments (preferred)

• Understanding of SSR, SEO fundamentals, and responsive design principles (preferred)

• Experience working in large-scale software development settings (preferred)

🏝️ Benefits

• Opportunities for full-time remote work and flexible working hours

• Private insurance coverage

• An additional day off per calendar year

• Sports benefits

• Comprehensive Mental Health Program

• Free online English lessons with a native speaker

• Generous referral program

• Access to training, internal workshops, and participation in international professional conferences and corporate events