Technical Account Manager

This is a fully remote position, open to applicants in Poland, +1 more country.

📋 Description

• Facilitate communication between the Client and internal teams.

• Serve as the Client’s representative within the Casino Platform.

• Provide assistance to the Client regarding technical requests and issues through the helpdesk.

• Conduct initial troubleshooting, debugging, and issue iteration.

• Elevate unresolved cases to the appropriate teams.

• Prioritize and manage the Client's requests and concerns.

• Advise the Client on their product usage.

• Act as a stakeholder for product requests pertinent to the Client.

• Develop the Client's ideas and challenges to customize the product according to their requirements.

• Proactively monitor the Client's system along with its technical and business metrics.

• Function as the primary technical liaison between the Client and internal teams.

• Ensure effective communication, prompt resolution of technical requests, and alignment of the Casino Platform with the Client’s specifications.

• Convert client feedback into actionable enhancements for the product.

⛳️ Requirements

• Fluency or proficiency in English, at least B2 level or higher.

• Fluency or proficiency in Russian, at least C1 level or higher.

• Excellent communication skills suited for both technical and non-technical audiences.

• Skills in conflict resolution.

• Capability to collaborate within cross-functional teams.

• Strong analytical thinking skills, including the ability to differentiate correlation from causation.

• Proficient in identifying patterns, solving complex issues, and thinking critically under pressure.

• Experience in business analysis and product management processes.

• Prior work experience in large-scale software development settings, particularly in customer-facing roles.

• Familiarity with monitoring and logging tools such as Datadog, ELK (primarily Kibana), and JIRA.

• Proficient in analyzing datasets to derive actionable insights and support decision-making.

• Experience with GitLab CI/CD pipelines.

• Understanding of data-driven systems.

• Good command of markup web languages (HTML, CSS).

• Familiarity with Agile frameworks, including SCRUM, and understanding of iterative delivery methodologies.

• Eagerness and ability to learn new concepts, tools, and methodologies.

• Familiarity with APIs.

• Basic understanding of multi-tenant architecture.

• Knowledge of proxying and associated network concepts.

• Basic knowledge of contemporary frontend frameworks, especially React.

• Understanding of Server-Side Rendering (SSR), Search Engine Optimization (SEO) principles, and responsive design practices.

🏝️ 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.

• Opportunities for upskilling, participation in internal workshops, and attendance at professional conferences and corporate events.