Technical Account Manager – U.S. Federal

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the technical liaison for a portfolio of federal agency clients, guiding them through onboarding to operational maturity.

• Proactively oversee and assist with support cases, feature requests, and escalations; initiate, track, and ensure resolution within agency change-control and ticketing systems.

• Train agency and integrator teams to deploy, manage, and operationalize Island using federal best practices.

• Develop train-the-trainer programs so that government personnel can operate the platform independently of Island.

• Offer configuration guidance for PIV and CAC authentication, federal ICAM, government-furnished equipment and BYOD, bandwidth-limited networks, and FedRAMP or Impact Level 5 tenancy.

• Provide configuration evidence, control narratives, and artifacts for Information System Security Officers and Authorizing Officials during the authorization and continuous monitoring phases.

• Keep clients updated on releases and capabilities, aligning them with agency priorities, Zero Trust initiatives, executive orders, and federal milestones.

• Collaborate with Product, Engineering, Support, Customer Success, federal channel partners, and systems integrators.

• Incorporate customer insights into the product roadmap.

⛳️ Requirements

• Over 5 years of experience in technical account management, solutions engineering, or a post-sales technical role in software or cybersecurity.

• Proven experience supporting U.S. federal departments and agencies, either from within government or from a vendor perspective.

• Strong technical background with experience in supporting enterprise IT products, preferably SaaS or security platforms.

• Experience managing customer escalations, support tickets, and technical project management.

• Exceptional communication skills — capable of articulating complex concepts to both technical and non-technical audiences, including contracting and security personnel.

• Proficient with tools such as Salesforce, Jira, Confluence, and remote collaboration platforms.

• Willingness to travel to agency sites, with a maximum travel limit of 25 percent.

• 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, based on the customer environment.

• A bachelor's degree in a technical field or equivalent experience is preferred.

• 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 working with 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 setting.

🏝️ Benefits

• Remote work arrangement.

• Travel limited to a maximum of 25 percent.

• Island will sponsor the federal background investigation if required by the customer.