Technical Account Manager - US Federal

• →Be the Trusted Advisor - Serve as the technical point of contact for a portfolio of federal agency customers, guiding them through every stage of their journey — from onboarding to operational maturity.
• →Support & Troubleshooting - Proactively manage and assist with support cases, feature requests, and escalations. Open, monitor, and drive resolution while working inside each agency's change control and ticketing process.
• →Enablement & Training - Train agency and integrator teams to deploy, manage, and operationalize Island using best practices that hold up under federal scrutiny. Build toward train-the-trainer, so government staff can run the platform without Island in the loop.
• →Configuration & Optimization - Tailor configuration guidance to environments most commercial customers never see: PIV and CAC authentication, federal ICAM, government furnished equipment and BYOD, bandwidth-constrained networks, and FedRAMP or Impact Level 5 tenancy.
• →Accreditation & Compliance Support - Supply the configuration evidence, control narratives, and artifacts that Information System Security Officers and Authorizing Officials ask for during authorization and continuous monitoring. You will not own the ATO, but you will be the person who helps make the technical case legible.
• →Feature & Release Guidance - Keep your customers informed of upcoming releases and new capabilities, and connect them to the agency's own priorities and Zero Trust, executive order (EO), and other federal milestones.
• →Collaborate Across Teams - Partner with Product, Engineering, Support, Customer Success, and Island's federal channel and integrator partners to deliver one coherent customer experience, and feed what you learn back into the roadmap.

• 5+ years in a technical account management, solutions engineering, or post-sales technical role in software or cybersecurity.
• Experience supporting U.S. federal departments and agencies, either from inside government or from a company that sells to it.
• Strong technical foundation and experience supporting enterprise IT products, ideally SaaS or security platforms.
• Experience handling customer escalations, support tickets, and technical project management.
• Excellent communication skills — able to clearly articulate complex ideas to technical and non-technical audiences, including contracting and security staff.
• Comfortable with tools like Salesforce, Jira, Confluence, and remote collaboration platforms.
• Willingness to travel to agency sites, a maximum of 25 percent.
• Bachelor's degree in a technical discipline or equivalent experience preferred.

• 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 where a customer requires it.
• Must be based at Island's headquarters in Coppell, Texas.

• An 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.

You can find information on how we process and protect your personal data in our Employee & Applicant Privacy Notice. For any privacy-related questions, contact us at privacy@island.io.