Technical Account Manager – Middle

SOFTSWISS is hiring a full-time Technical Account Manager – Middle in the United States to serve as the central technical liaison for our Casino Platform clients. This position bridges client needs with internal technical teams, combining hands-on troubleshooting with strategic account management to drive platform stability and customer success.

What This Role Involves

As Technical Account Manager for the SOFTSWISS Casino Platform, you'll be the primary technical contact responsible for client satisfaction and platform optimization. You'll manage the full lifecycle of client technical needs—from initial support requests through resolution—while working across engineering, product, and operations teams to ensure seamless platform performance and tailored solutions that align with each client's business objectives.

Key Responsibilities

• Serve as the main technical liaison between clients and internal engineering, product, and operations teams
• Support client technical inquiries and incidents through established helpdesk channels
• Conduct root-cause analysis, diagnosis, and iterative problem-solving for platform issues
• Route unresolved cases to specialized technical teams and monitor closure timelines
• Guide clients on platform capabilities, optimal configurations, and feature deployment strategies
• Advocate for client-requested product features and enhancements within internal roadmap planning
• Establish ongoing system monitoring protocols to track performance and business-related KPIs
• Gather and synthesize client insights to inform product evolution and strategic improvements
• Foster cross-functional alignment between client goals and platform development priorities

Requirements

• English language competency at B2 level or higher
• Russian language competency at C1 level or higher
• Strong communication abilities for both technical and non-technical stakeholders
• Demonstrated conflict resolution skills and cross-functional team collaboration experience
• Advanced analytical thinking with the ability to identify patterns and solve complex challenges
• Experience applying business analysis and product management frameworks
• Prior roles involving direct client engagement in professional software development settings
• Practical experience with observability tools including Datadog, Kibana (ELK), and JIRA
• Capability to extract insights from technical and business datasets for actionable decision-making
• Understanding of continuous integration and deployment practices, particularly GitLab CI/CD
• Working proficiency in HTML and CSS

More About SOFTSWISS

SOFTSWISS operates a robust iGaming platform designed for gaming operators across the globe. Built on a foundation of technical excellence and innovation, our platform delivers secure, high-performance gaming experiences. We invest continuously in advancing our technology stack and expanding client support to ensure every partner receives world-class technical guidance and platform reliability.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.