Technical Account Manager

At Ridango Group, we are one of the most experienced account-based ticketing, fleet management, real-time passenger information, data-driven insights, and route optimisation system providers globally. Our mission is to improve public transportation through smart and efficient solutions. We are on a journey to simplify public transport through technology. 

Overview of the Role

We are  looking for a Technical Account Manager (TAM) with a strong focus on Operations & Maintenance (O&M) to support our Swedish public transport customers. This role is critical in ensuring stable system operations and delivering a high-quality customer experience across Ridango's ticketing and payment solutions.

Key Responsibilities

Customer Management & Communication

• Act as the primary technical contact for Swedish customers within O&M.
• Lead daily communication with customer operational and support teams.
• Represent Ridango in technical reviews, incident follow-ups, and planning sessions.
• Ensure clear, confident and professional communication in Swedish and English.

SLA & Incident Management

• Own the end-to-end incident process: assessment, prioritization, coordination and escalation.
• Monitor SLA performance and identify risks proactively.
• Lead incident calls and ensure transparent feedback to customers.

Technical Coordination

Solid understanding of:

  – AFC/ABT platforms

  – Validation hardware (e.g., DV21R/DV25R)

  – Device Manager and monitoring tools

  – cEMV (Model 2 & 3), certificates, POS flows

  – ITxPT, MQTT, API logging, vehicle integrations

• Perform basic log analysis, traffic tracing and API/validation troubleshooting.
• Capture technical requirements and translate them into internal tasks.

Operational Improvement

• Identify recurring issues and drive improvements.
• Participate in release planning and communicate impacts to customers.
• Ensure high-quality monitoring, reporting and overall system supervision.

Requirements

Mandatory

• Fluent Swedish (spoken & written).
• Professional English proficiency.
• Strong technical background in system operations, integrations or support.
• Experience in technical customer-facing roles within complex IT environments.
• Strong understanding of SLA processes and structured incident management.
• Ability to communicate clearly across both technical and non-technical stakeholders.

Highly Advantageous

• Estonian language skills – a major plus given close collaboration with Estonian teams.
• Experience in public transport, ticketing, mobility, or payment systems.
• Understanding of cEMV flows, certificates and PCI considerations.
• Familiarity with JIRA, Confluence, Elastic/Kibana, Grafana or similar tools.
• Knowledge of ITxPT, MQTT, vehicle buses (CAN), or onboard integrations.
• Previous TAM, Service Manager or technical PM experience.

Personal Qualities

• Strong communicator with excellent relationship-building skills.
• Structured, analytical, and able to prioritise effectively during incident pressure.
• Proactive, improvement-minded and dependable.
• Collaborative team player comfortable working across multiple technical disciplines.

We offer:

• An opportunity to participate in high-impact system development with a combination of hardware and software that influences billions of people around the globe. 
• Dynamic and challenging work in a growing international technology company. 
• Passionate and experienced leaders. A company culture that empowers people and where each employee's contribution counts and is valued. 
• Opportunity to grow together with an ambitious and expanding company filled with supportive and positive people. 
• Competitive compensation package.
  
• Passion, fun, and power to make public transportation seamless to use.