Technical Account Manager - US Federal

Island • Dallas, TX

5d • Onsite

About The Position

Island is seeking a passionate, detail-oriented, and relationship-driven Technical Account Manager to serve as a strategic technical partner for U.S. federal customers. Based at Island’s headquarters in Coppell, Texas, the role supports federal departments and agencies and the systems integrators that serve them. The TAM guides customers from their first installation through operational maturity, helping them realize the capabilities of Island’s enterprise browser and workspace. The role supports deployments associated with Island’s FedRAMP High authorization and DISA Provisional Authorization at Impact Level 5 processes.

The TAM provides technical guidance and customer support in federal environments, including assistance with agency change-control and ticketing processes, deployment and operational training, configuration for federal authentication and network requirements, and technical evidence for authorization and continuous monitoring. The position collaborates with internal teams and federal channel and integrator partners to provide a coherent customer experience and inform the product roadmap. The TAM does not own the customer’s Authority to Operate (ATO). The role is based at Island’s Coppell, Texas headquarters and requires up to 25% travel to agency sites.

Requirements

• At least 5 years of experience in technical account management, solutions engineering, or a post-sales technical role in software or cybersecurity.
• Experience supporting U.S. federal departments and agencies, either within government or at a company that sells to government.
• Strong technical foundation and experience supporting enterprise IT products, ideally SaaS or security platforms.
• Experience managing customer escalations, support tickets, and technical project management.
• Excellent communication skills, including the ability to explain complex ideas to technical and non-technical audiences, including contracting and security staff.
• Comfort using Salesforce, Jira, Confluence, and remote collaboration platforms.
• Willingness to travel to agency sites up to 25%.
• Must be a U.S. citizen.
• Must be eligible to pass a federal background investigation, either an SF-85 for a Public Trust position or an SF-86 for a National Security position, depending on the customer environment; Island will sponsor the investigation when a customer requires it.
• Must be based at Island’s headquarters in Coppell, Texas.

Nice To Haves

• Bachelor’s degree in a technical discipline or equivalent experience.
• Active or recently active federal security clearance or public trust determination.
• Familiarity with FedRAMP, the DoD Cloud Computing Security Requirements Guide and its impact levels, NIST SP 800-53, the Risk Management Framework, and the DoD Zero Trust Capabilities and Activities.
• Hands-on experience with federal ICAM, PIV and CAC, SAML, and SCIM.
• Experience delivering through Carahsoft, cloud marketplaces, or large systems integrators.
• Experience with virtual desktop reduction, privileged access management, or third-party and contractor access programs in a government program.

Responsibilities

• Serve as the technical point of contact and trusted advisor for a portfolio of federal agency customers, guiding them from onboarding through operational maturity.
• Proactively manage support cases, feature requests, and escalations; open, monitor, and drive resolution within each agency’s change-control and ticketing processes.
• Train agency and integrator teams to deploy, manage, and operationalize Island using federal-appropriate best practices, and develop train-the-trainer capabilities for government staff.
• Provide configuration guidance for PIV and CAC authentication, federal ICAM, government-furnished equipment and BYOD, bandwidth-constrained networks, and FedRAMP or Impact Level 5 tenancy.
• Provide configuration evidence, control narratives, and artifacts requested by Information System Security Officers and Authorizing Officials for authorization and continuous monitoring; the role does not own the ATO.
• Communicate upcoming releases and capabilities and connect them to agency priorities, Zero Trust, executive orders, and other federal milestones.
• Collaborate with Product, Engineering, Support, Customer Success, federal channel partners, and integrators to deliver a coherent customer experience and share customer insights with the product roadmap.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed